Job Family:              Information Technology

Discipline:                Process Management

Career Level:           Specialist I

Department:            Technical Services

FLSA Status:           Exempt


Overall Purpose:

  • Support the design, implementation, operation, and continuous improvement of core ITSM processes across the enterprise.
  • Identify, design, and implement service management improvement initiatives as part of continual service improvement.
  • Manage the day-to-day process execution and compliance of operational practices such as incident, request fulfillment, problem, change control and configuration management.
  • Identify and report on process improvement opportunities through collection and analysis of operational metrics and key performance indicators (KPIs)
  • Maintain in-depth knowledge of the ITIL framework, practices, and the overall service value chain
  • Apply project management principles, industry best practices, and Project Management Office (PMO) methodologies to support the delivery of releases which could include individual or multiple improvement initiatives as part of an on-going IT Service Management program.                                                                                           
    Job Responsibilities:


  • Attend Change Advisory Board meetings
  • Backup to the Change Manager including preparing for and leading CAB meetings, reviewing and approving individual changes, and helping identify and mitigate risks associated with change requests.
  • Ensure compliance with change process (accountability, impact analysis, validation, etc.)
  • Respond to and facilitate incident response to events associated with major incidents (P1 incidents) in conjunction with the service desk, IT operations, and level 2 support teams.   This will normally consist of but not limited to an on-call rotation.
  • Detail requirements for development of improvements to the service management system by an integrator, test deliverables and participate in implementation as part of an on-going release plan.
  • Maintain and report on asset records in the configuration management database (CMDB)
  • Create Service management reports for distribution to IT Management.
  • Provide effective training and support for processes and the IT Service Management (ITSM) system.
  • Provide support to the restricted service management program (SCADA ITSM) for maintenance requests to asset records, support of incident and change requests and participation in ITSM tool and process improvements related to the restricted environment.
  • Provide support and limited development of the ITSM system (Cherwell), monitoring (OP5) and integrations to the ITSM system with systems such as SCCM, Teams integration, etc.
  • Participate in Business Impact Analysis (BIA) exercises to ensure continuity plans are documented, maintained, and aligned with business continuity requirements and plans.
  • Performs other duties as assigned.



This position does not have direct employee reports.


Education/Experience Requirements:

Roles at this level require a university / college degree.

Relevant industry experience to be successful in the given role is typically 10+ years. 



  • Bachelor’s degree in related Computer Science areas or equivalent experience required.
  • Certified in ITIL Foundations version 3 or 4
  • Cherwell system administration and development experience
  • At least 5 - 10 years demonstrable experience providing broad based technical support to end users of networks, desktops/laptops, and applications to effectively understand and resolve users' concerns, which range from the ordinary to the complex.
  • Advanced skills in Excel, Access and PowerPoint, and SharePoint
  • Proficient in the use of metrics used for decision-making
  • Ability to make clear decisions in stressful situations
  • Exceptional listening, facilitation, conceptual thinking skills
  • Ability to break down complex problems into manageable elements
  • Well respected, authoritative, strong communication skills, ability to manage and delegate
  • Able to balance the need for info against a desire to record data
  • Exceptional customer service, interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts.
  • Ability to work flexible schedules to meet job requirements; requires occasional after-hours support and overnight travel.
  • Positive professional image


Specialized Skills:

  • Good understanding of the services, customer dependencies, the IT infrastructure components, and the service development life cycle.
  • Understanding of the needs, objectives, and constraints of ITSM operations and management
  • Knowledge of ITSM, Enterprise Monitoring and Asset Management tools