IT Service Management/Operations Lead w/Strong ServiceNow w/ChatGPT - Remote

IT Service Management/Operations Lead w/Strong ServiceNow w/ChatGPT - Remote

We are looking to hire a candidate with the skills sets mentioned and experience for one of our clients within the pharmaceutical Industry. This is a Remote Role.

Overview:

The Operations Lead will provide strategic oversight and operational leadership for the ChatGPT Enterprise (CGPTE) support team, ensuring seamless service delivery during the enterprise rollout. This role combines hands-on technical support capabilities with operational management responsibilities to drive service excellence and continuous improvement.

Responsibilities:

• Operational Leadership & Oversight
• Provide end-to-end oversight of Tier 1 support operations, ensuring adherence to established SLAs and maintaining high-quality ticket handling standards.
• Monitor and analyze incident trends, identifying recurring issues and root causes to drive preventive measures.
• Lead knowledge base management initiatives, ensuring documentation is current, comprehensive, and accessible.
• Define, implement, and continuously refine support processes and procedures.
• Incident & Crisis Management
• Serve as incident commander during major incidents, coordinating cross-functional response efforts.
• Establish and maintain incident response protocols and escalation procedures.
• Ensure proper communication during incidents to stakeholders and end-users.
• Conduct post-incident reviews and drive implementation of corrective actions.
• Performance Management & Analytics
• Define, track, and report on key performance indicators including MTTR, resolution rates, first-call resolution, and backlog health.
• Develop comprehensive dashboards and report mechanisms for leadership visibility.
• Analyze performance data to identify improvement opportunities and resource needs.
• Establish benchmarks and targets for team performance metrics.
• Technical Support
• Act as initial Tier 2 support for complex technical issues escalated from Tier 1.
• Provide advanced troubleshooting for ChatGPT Enterprise integration and functionality issues.
• Collaborate with vendor support teams and internal platform teams on complex resolutions.
• Maintain deep technical knowledge of ChatGPT Enterprise features and capabilities.
• Continuous Improvement
• Drive process improvements to enhance efficiency, user satisfaction, and operational resilience.
• Implement automation opportunities to reduce manual effort and improve consistency.
• Establish feedback loops between support team and development/platform teams.
• Lead change management initiatives related to support processes and tools.

Required Skills/Qualifications/Education:

• 4 6 years of experience in IT service management or technical support leadership roles.
• 2+ years of experience with ServiceNow platform administration and workflow management.
• Proven experience in incident management and crisis response leadership.
• Experience supporting enterprise software rollouts and user adoption initiatives.
• Advanced proficiency in ServiceNow (administration, reporting, workflow design).
• Strong understanding of ITIL framework and service management best practices.
• Experience with AI/ML tools and enterprise software platforms preferred.
• Proficiency in data analysis tools and dashboard creation.
• Understanding of API integrations and enterprise authentication systems.
• Demonstrated leadership experience managing technical support teams.
• Excellent written and verbal communication skills with ability to present to executive leadership.
• Strong analytical and problem-solving capabilities.
• Experience with change management and process improvement methodologies.
• ITIL certification is highly preferred.
• ServiceNow certification (CSA, CAD) highly preferred.
• Bachelor's degree in Information Technology, Computer Science, or related field.

Other Job Details:

• Location: Remote
• Duration: 6+ months with high possibility of extension.
• Pay Rate: Open to market rates based on experience.
• Docs required: ID proof will be required.