ITSM Program Specialist

3 days ago

Harrisburg, Pennsylvania, United States LingaTech Full time
Job Summary

LingaTech is seeking a highly skilled ITSM Program Specialist to join our team. As a key member of our IT service management team, you will be responsible for providing guidance and input on the prioritization of ITSM initiatives, analyzing and promoting operational efficiencies, and collaborating with cross-functional teams to obtain consensus on updates and improvements to the change, problem, and incident processes.

Key Responsibilities
  • Provide guidance and input on the prioritization of ITSM initiatives
  • Analyze and promote operational efficiencies and strategic enhancement of the ServiceNow ITSM functions and capabilities
  • Collaborate with cross-functional teams to obtain consensus on updates and improvements to the change, problem, and incident processes
  • Serve as a guardian of ITSM principles and processes to ensure related functions are being optimized and enhanced to utilize the capabilities of the ITSM platform
  • Utilize experience with the ITIL framework to assess, develop, and advocate for practical ITSM maturity efforts
  • Lead and participate in planning and prioritization planning and prioritizing ITSM enhancements to best serve the PTC
  • Serve as a key contributor and collaborate with stakeholders in developing an ITSM platform roadmap/strategy planning
  • Participate with key ITSM platform development resources in planning and deploying feature releases and upgrades
  • Act as a liaison between IT stakeholders, ensuring a clear understanding of service management goals and requirements with related ITSM records
  • Collaborate and coordinate with members of the IT Asset Management (ITAM) program for asset and Configuration Management Database (CMDB) related functions
  • Mentor service management professionals, fostering a culture of continuous improvement and collaboration
  • Recommend, monitor, and report on key performance indicators (KPI's) related to service management processes to track process performance
  • Lead the change and problem-management processes, ensuring adherence to standards and procedures
Requirements
  • Extensive ITSM experience with a minimum of five (5) years of expertise as ITSM specialist, a minimum of three (3) years as an ITSM Change Manager, experience implementing and leading a Change Advisory Board (CAB), and an understanding of the ITSM process relationship with IT Asset Management (ITAM)
  • ServiceNow platform experience in Project, Demand, Request, Change, Problem, and Incident, Software Asset Management Professional (SAMPro) and Hardware Asset Management Professional (HAMPro)
  • Proven experience as a Problem Manager
  • ITIL Certification
  • Experience leading enhancements and updates with cross-functional teams
  • Experience in managing multiple initiatives, establishing deadlines, and mitigating risks
  • Organization Change Management (OCM)
  • ServiceNow Certified Administrator (CSM)

LingaTech is an equal opportunity employer and welcomes applications from diverse candidates. If you are a motivated and experienced ITSM professional looking for a new challenge, please submit your application.

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