ITSM Technical Lead

4 days ago


Atlanta, Georgia, United States Bose Full time

At Bose, we're committed to delivering valuable and reliable business and technology solutions. As an ITSM Technical Lead, you'll play a key role in driving this mission forward.

Key Responsibilities:

  • Engage with stakeholders to understand business needs and translate them into technical requirements.
  • Lead requirement gathering sessions to capture functional and technical specifications.
  • Design IT Service Management (ITSM) platform architecture, ensuring scalability, security, and best practices.
  • Take leadership in identifying the appropriate ITSM solutions and implementing the identified solutions, aligning with industry standards and frameworks like ITIL.
  • Manage end-to-end deployment of the ITSM solution, overseeing testing, validation, and user training.
  • Collaborate with cross-functional teams (e.g., IT, security, operations) for seamless integration with existing systems and tools.
  • Lead post-go-live enhancements, implementing changes based on stakeholder feedback and evolving business needs.
  • Collaborate with other teams and manage API integrations with third-party systems for automation and process optimization.
  • Ensure continuous improvement of the ITSM platform by applying patches, upgrades, and feature enhancements.
  • Provide technical leadership, mentoring junior engineers, and guiding best practices in ITSM development.
  • Troubleshoot and resolve any platform-related issues or incidents, ensuring minimal disruption to services.
  • Monitor system performance and optimize the platform to enhance user experience and system efficiency.
  • Maintain documentation of system design, configurations, and operational procedures for future reference.
  • Stay updated on the latest ITSM trends and technologies to drive innovation within the organization.

We're an equal opportunity employer that's committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics.



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