ITSM Specialist - Operations Analyst

Details

The Service Management Office (SMO) establishes standards for IT service management across ETS, providing governance, consistency, and measurement for Request, Problem, Incident, and Knowledge Management practices.

The ITSM Specialist will help define and maintain these standards across the portfolio, partnering with teams to establish standards, track performance against key measures, identify gaps, and lead improvement initiatives. The role supports delivery teams when processes are not working as expected and provides leadership with a clear view of portfolio performance.

Responsibilities

• Support the design of ITSM practices across the portfolio, including standards, intake criteria, escalation paths, and definitions of good.
• Establish, report on, and analyze practice health metrics, including KPIs and SLAs, across multiple practices on a fixed cadence.
• Use data to identify gaps and drive continual improvement.
• Build and maintain documentation, runbooks, and knowledge base content across practices.
• Identify documentation and process gaps before they become issues.
• Partner with platform and tooling owners to ensure practice standards are enforced by the ITSM platform.
• Build audit, risk, and control-evidence responsibilities into practices from the start.
• Represent ITSM practices in the SMO governance cadence.
• Communicate practice health to stakeholders and leadership.

Requirements

• Bachelor's degree in a related field or equivalent industry experience.
• 5+ years of experience supporting a large enterprise environment.
• 5+ years of experience on an End User Services team.
• Strong working knowledge of the ITIL framework and ITSM principles in a global enterprise environment.
• ITIL v4 Foundations certification.
• Experience with ServiceNow or another enterprise ITSM platform.
• Experience executing and/or owning a Service Management practice.
• Experience building and reporting practice-health metrics, including KPIs and SLAs, to leadership.
• Clear and effective communication skills with peers, non-technical colleagues, and senior stakeholders.
• Strong ownership, transparency, accountability, and commitment to the practices and the business.
• Working familiarity with AI-assisted tools such as Copilot and ChatGPT for drafting, analysis, and documentation.

Preferred Qualifications

• Additional ITIL v4 Specialist-level certification beyond Foundation, such as Create, Deliver & Support; Drive Stakeholder Value; or High Velocity IT.
• Proven experience designing, executing, and/or owning a Service Management practice with documented outcomes.
• Experience operating in a regulated or highly complex enterprise environment.
• Familiarity with major incident management processes and how practice management interacts with them.
• Experience partnering with knowledge management or continual-service-improvement functions.
• Experience applying AI or automation, scripting, prompting, or agentic tools to analyze practice data, build reporting, or streamline ITSM workflows at scale.

Benefits

The benefits package may include merit increases, incentive compensation for exempt roles, paid holidays, paid time off, medical, dental and vision coverage, short- and long-term disability benefits, 401(k) matching, life insurance, and wellness programs. Benefits are not provided directly to contingent workers, contractors, or interns.

Compensation

The salary range is USD 150,000–160,000 annually, plus benefits and bonus. Actual compensation may vary based on geographic location, work experience, market conditions, education, training, and skill level.