Project Manager - ITSM

OVERVIEW OF THE ROLE We are seeking an experienced Project Manager or Business Analyst with strong IT Service Management (ITSM) experience to support the implementation and improvement of ITSM capabilities within a client environment. The role will work across business, IT, security, and technical teams to define requirements, improve service management processes, and support implementation, with a focus on security request handling, workflow automation, and efficient service delivery. WHAT YOU’LL BE DOING IN THE ROLE Support the planning, implementation, and enhancement of ITSM processes, capabilities, and supporting technology Assess current-state service management processes and identify gaps, opportunities, and areas for improvement Work with business, IT, security, and technical stakeholders to gather, analyze, and document requirements Define future-state processes, workflows, roles, responsibilities, and service management requirements Support ITSM processes such as incident, service request, change, problem, and related service management practices Define and improve security request handling, including request intake, routing, approvals, escalation, tracking, and fulfillment Identify opportunities to automate service requests, security requests, approvals, notifications, routing, and other repeatable workflows Facilitate stakeholder workshops and working sessions to align on requirements, processes, priorities, and implementation decisions Translate business needs into functional requirements, user stories, process flows, and technology-enabled workflows Coordinate implementation activities across business, technical, security, and vendor teams Support project planning, scope and schedule management, risk and issue management, status reporting, and stakeholder communications Support testing, validation, deployment, documentation, change readiness, and adoption of new ITSM processes WHAT SKILLS / QUALIFICATIONS YOU’LL NEED TO DO THE JOB 5+ years of experience in Project Management, Business Analysis, IT Service Management, with demonstrated experience supporting ITSM implementations or process improvement initiatives. Demonstrated experience supporting or leading ITSM implementations, transformations, or process improvement initiatives Strong understanding of ITSM principles and processes, including incident, request, change, and problem management Strong background in assessing current-state processes, gathering requirements, facilitating stakeholder workshops, and designing practical future-state workflows Proven ability to plan and coordinate technology implementations, including scope, schedules, milestones, dependencies, risks, and issues Hands-on experience designing service request workflows, including approvals, escalations, fulfillment, and security-related processes within an ITSM environment Ability to identify and implement opportunities for workflow automation and process improvement Experience supporting initiatives through requirements, design, testing, deployment, change readiness, and adoption Ability to work effectively across business, IT, security, technical, and vendor teams Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, Freshservice, or similar is considered an asset ITIL, PMP, PRINCE2, CBAP, CCBA, or related certifications are considered assets Experience with cybersecurity or information security processes, workflow automation, or client-facing consulting environments is considered an asset.