Job Description
Work with a nationally ranked CPA and advisory firm that is passionate for what's next.
Key Responsibilities
- Design, document, and maintain ITSM process definitions, workflows, policies, roles and responsibilities (RACI), and procedures aligned to ITIL 4.
- Establish and enforce process governance, standards, and control points, ensuring compliance with internal policy and audit requirements.
- Serve as the subject-matter expert and escalation point for ITIL process questions and process-related decisions.
- Operate and improve Incident and Problem Management, including major incident coordination, root-cause analysis, and known-error management.
- Define and maintain priority and severity models, escalation paths, and service targets to drive rapid, consistent resolution.
- Administer the Change Management process across standard, normal, and emergency changes, including Change Advisory Board (CAB) facilitation and change risk assessment.
- Coordinate releases and change scheduling to reduce change-related incidents and protect service stability.
- Maintain the service catalog and request fulfillment processes; streamline request workflows, approvals, and fulfillment.
- Champion Knowledge-Centered Service (KCS) practices and maintain an accurate, well-governed knowledge base.
- Define, monitor, and report on SLAs, OLAs, and underpinning targets, and drive accountability against them.
- Translate process requirements into ServiceNow configuration; partner with platform developers and administrators to implement workflows, forms, SLAs, and notifications.
- Validate that platform implementation aligns with approved process design, and support user acceptance testing (UAT).
- Define and track ITSM key performance indicators (KPIs) and critical success factors; build dashboards and reports for IT leadership and stakeholders.
- Lead Continual Service Improvement (CSI) initiatives, identifying automation and efficiency opportunities and advancing ITSM process maturity.
- Drive process adoption through training, communication, and stakeholder engagement across IT teams.
- Maintain process documentation, runbooks, and work instructions to a consistent, audit-ready standard.
Requirements
- Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
- 3-5+ years of experience in IT service management or ITSM process roles.
- ITIL 4 Foundation certification.
- Deep, hands-on knowledge of core ITIL practices — Incident, Problem, Change, Request, Service Level, Knowledge, and Configuration Management.
- Experience operating ITSM processes on an enterprise platform such as ServiceNow.
- Strong process design, documentation, and facilitation skills, including experience running forums such as CABs or major incident bridges.
- Analytical skills with demonstrated experience defining and reporting ITSM metrics and KPIs.
- ITIL 4 Managing Professional (MP) or relevant intermediate/specialist modules.
- ServiceNow ITSM experience and familiarity with ServiceNow certifications (e.g., Certified System Administrator, CIS - ITSM).
- Experience with Continual Service Improvement and process maturity assessment frameworks.
- Experience in a regulated or professional services environment, including support for audits such as SOC 2.
- Working knowledge of adjacent frameworks and ways of working (Agile, DevOps, COBIT).
- Experience implementing Knowledge-Centered Service (KCS).
- Frameworks: ITIL 4 service value system and management practices; Continual Service Improvement.
- Platform: ServiceNow ITSM — Incident, Problem, Change, Request, Service Catalog, Knowledge, SLA management, Performance Analytics.
- Process & Analysis: Process modeling and documentation (e.g., BPMN, Visio), RACI, KPI and metrics definition, dashboards and reporting.
- Strong process discipline with a structured, detail-oriented approach.
- Excellent facilitation and stakeholder-management skills, including under pressure during major incidents.
- Clear written and verbal communication with technical and non-technical audiences.
- Effective cross-functional collaboration across IT operations, engineering, and service management teams.
- Ownership, accountability, and a continual-improvement mindset.
- Hybrid work arrangement in accordance with firm policy.
- Schedule: dayshift (7am-4pm or 9am-6pm PHT)
- Occasional after-hours availability may be required to support major incidents, change windows, and scheduled maintenance.
Ready to Apply?
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