IT Service Management Project Manager (Remote - East Coast)

Our Customer is a consumer financial services company headquartered in Connecticut. The company offers consumer financing products, including credit, promotional financing and loyalty programs, installment lending to industries, and FDIC-insured consumer savings products through the consumer bank, its wholly owned online bank subsidiary.

Our Customer is seeking an ITSM Project Manager on a contract basis to manage their cloud-based ITSM environment, projects, and processes. Your expertise ITSM and project management will be essential in driving successful implementation and utilization across their organization. This role is 100% remote — open to candidates located on the U.S. East Coast only.

Responsibilities:

• Lead and contribute to the implementation and continuous improvement of IT Service Management (ITSM) processes and practices
• Plan, execute, and oversee ITSM projects using project management methodologies to ensure timely and successful delivery
• Apply ITIL and ITSM principles to improve service delivery, incident management, problem management, and change management initiatives
• Utilize Atlassian Jira and Confluence to support, streamline, and document ITSM processes
• Manage and maintain configuration management databases (CMDBs) using Jira Assets or Insight
• Implement, monitor, and optimize key performance indicators (KPIs), key risk indicators (KRIs), and other metrics to measure ITSM effectiveness
• Create documentation, guidelines, and training materials for end users and internal teams
• Deliver training sessions to ensure adoption and effective use of ITSM tools and processes
• Conduct regular CMDB audits and assessments to ensure data accuracy and integrity

Skills and Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• ITIL Foundation certification
• Minimum of 4 years of project management experience
• 2-3 years of hands-on experience with Atlassian Jira, Jira Service Management, and related Atlassian products
• Direct experience creating, managing, and maintaining asset management and CMDB processes
• Proven experience leading ITSM use cases, including change management, incident management, and service management
• Strong understanding of ITIL and ITSM frameworks
• Ability to document processes clearly and train internal teams effectively
• Strong analytical, organizational, and problem-solving skills

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.