Serve as the technical authority driving the design, optimization, and evolution of enterprise IT Service Management (ITSM) capabilities
Lead major service initiatives and guide Helpdesk and engineering teams
Shape the ITSM roadmap and champion automation, scalability, and service continuity
Act as a strategic thought leader, set standards, and drive best practices
Partner closely with business and technology stakeholders to deliver reliable, modern, and efficient service experiences across the organization

Requirements

Bachelor's Degree in Computer Engineering, Computer Science, Information Technology -OR- a combination of equivalent education and experience
8 or more years of experience working in IT Service Management engineering, administration, or related experience
8 or more years of experience leveraging data and metrics to drive behavior, process, and priority decisions
Experienced using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
8 or more years of experience leading and representing the ITSM and Operations in backlog discussions and standups to establish appropriate prioritization of workload
8 or more years of experience influencing engineering team members in translating customer and technical requirements into ITSM platform architecture to meet organizational performance expectations
8 or more years of experience in advanced problem solving using systematic procedures and investigating problems utilizing root cause analysis
6 or more years of experience in managing ITSM applications in cloud or hybrid environments
6 or more years of experience with configuring and operating ITSM platforms and automation tools
6 or more years of experience applying ITIL framework in enterprise settings
6 or more years of experience in mentoring technical teams and driving ITSM maturity initiatives
Master's Degree Computer Engineering, Computer Science, Information Technology -OR- a combination of equivalent education and experience (preferred)
Coursework/Training: ITIL Framework Certification (preferred)
Coursework/Training: ITSM Platform Certification (preferred)
Experience in a Healthcare environment (preferred)

Benefits

Health care benefits (medical, dental, vision)
Retirement 401(k) Savings Plan with employer matching
Life insurance
Disability insurance
Time off benefits (paid parental leave, vacations, holidays)
Voluntary benefits
Well-being resources

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT Service Managementdata analysisroot cause analysisITIL frameworkITSM platform architectureautomation toolscloud environmentshybrid environmentsproblem solvingsystematic procedures

Soft Skills

leadershipstrategic thinkingcommunicationmentoringinfluencingcollaborationprioritizationdecision makingbest practicesservice continuity

Certifications

ITIL Framework CertificationITSM Platform Certification