Project Leader - Agile & Scrum Expertise

- Bachelors degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience - Minimum of 2 years experience in IT Service Management or IT operations environments - ITIL Foundation Certification (mandatory) - Proven track record in process improvement initiatives and achieving measurable service quality enhancements - Experience in planning, coordinating, and documenting changes within complex IT settings - Strong understanding of change risk assessments, impact analyses, approvals, and post-implementation evaluations - Experience in identifying, prioritizing, escalating, and resolving incidents - Ability to minimize business disruptions through structured responses and communication methods - Familiarity with root cause analysis and long-term remediation strategies - Experience implementing preventative measures to reduce recurring incidents - Hands-on experience with the ServiceNow platform covering Change, Incident, Request, and Problem Management workflows - Skills in reporting, metrics tracking, and workflow automation - The ideal candidate should possess strong analytical skills, attention to detail, and a passion for process improvement and service reliability - Excellent communication, documentation, and stakeholder coordination abilities - Comfortable operating within established processes while consistently seeking improvement opportunities and learning