IT Service Management Lead

2 weeks ago

Pittsburgh, Pennsylvania, United States Apex Systems Full time
Position: IT Service Management Subject Matter Expert (SME)
Job ID:
Location: Pittsburgh, PA (hybrid on-site)
***No 3rd Party or C2C Resumes will be accepted for this role***
In the rapidly changing domain of Aerospace and Defense manufacturing, the IT Service Management Analyst plays a pivotal role within our Infrastructure and Technology Shared Services division. This position requires a proactive individual who excels in promoting the adoption and enhancement of IT Service Management (ITSM) methodologies across diverse business sectors. The ideal candidate is meticulous, data-oriented, and possesses a consultative mindset geared towards ongoing improvement. Reporting to the Director of ITSM and Service Desk, you will be key in formalizing and refining processes related to incident, problem, change, and asset management, ensuring the smooth functioning of our digital, IT, and operational technology systems.

As an ITSM Analyst, you will lead our digital transformation initiatives. Your contributions will significantly enhance user experience, boost operational efficiency, and align with our broader business objectives. This role offers a unique chance to collaborate with top professionals in a vibrant, technology-centric environment, where your input will be recognized and will have a measurable impact on our success in the digital landscape.
***No 3rd Party or C2C Resumes will be accepted for this role***
Key Responsibilities:
ITSM Process Enhancement: Drive the implementation and refinement of ITSM processes across various business units, concentrating on incident, problem, change, and asset management. Leverage ServiceNow to optimize workflows, aiming for substantial improvements in process efficiency and user satisfaction.
Policy and Procedure Formulation: Partner with the Director to create and enforce comprehensive policies and procedures that standardize ITSM practices throughout the organization. Your objective is to establish a solid framework that guarantees consistency, reliability, and adherence to best practices in IT service management.
Data-Driven Service Enhancement: Provide regular presentations and reports utilizing data analysis (e.g., PowerBI) to showcase service status, trends, and areas for enhancement. Advocate for the value of ITSM core processes through effective communication and promotion.
Change Management Oversight: Lead change approval board activities, demonstrating exceptional project management capabilities. Guide the helpdesk team and other stakeholders through the change process, minimizing resistance and ensuring a seamless transition to new practices.
Stakeholder Engagement and Collaboration: Build and maintain strong relationships with internal and external stakeholders, ensuring alignment with digital transformation and business strategies. Stay informed about developments in the IT sector and incorporate industry best practices into our ITSM framework.
Required Skills:
  • Strong oral, written, and interpersonal communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders, engaging both technical and non-technical groups.
  • Proficient in ITSM software (ServiceNow and others).
  • Skilled in data analysis and reporting tools (PowerBI, etc.).
  • Ability to navigate organizational structures and influence key internal executives and business line directors.
  • Basic understanding of standard IT responsibilities (network configuration, wireless connections, desktop/laptop management, operating system management, IT security, firewall, VPN, remote access, A/V technology, etc.).
Basic Qualifications:
  • Bachelor's or associate degree in information technology or a related field from an accredited institution.
  • Minimum of 3 years of ITSM leadership experience with demonstrated accountability.
  • At least 2 years of experience as a ServiceNow administrator or technical consultant.
  • In lieu of a bachelor's degree, a minimum of 5 years of ITSM leadership experience.
Preferred Qualifications:
  • Experience in gathering customer requirements and translating them into actionable specifications.
  • Project management experience is advantageous.
  • Background in the manufacturing, utility, or telecommunications sectors.
  • Experience in regulated industries, critical infrastructure sectors, or as a DOD contractor.
  • Relevant professional certifications or accreditations (ITSM, ITIL, CMMC).
***No 3rd Party or C2C Resumes will be accepted for this role***
Apex Systems
EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department.

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