Job Description

Job description

Job Summary

We are seeking an experienced IT Service Manager with excellent ServiceNow ITSM skills as a Process Systems Engineer – Mid Level, to lead our IT support team and ensure the smooth operation of our technology services. The candidate must have an Active TS/SCI Clearance

This role bridges the gap between business requirements and technical implementation by documenting and optimizing ITSM processes such as Incident, Problem, Change, as well as service catalog processes to ensure they utilize and update the CMDB. The ideal candidate combines ITSM process knowledge with ServiceNow platform expertise to deliver scalable, efficient, and ITIL-aligned solutions.

The ideal candidate will possess strong technical skills, excellent customer service abilities, and a proactive approach to problem-solving.

Responsibilities And Duties

• Document existing processes, optimize processes, define new processes, and coordinate deployment of new ITSM processes in ServiceNow according to ITIL best practices.
• Translate business requirements into functional and technical specifications for platform development.
• Collaborate with process owners, stakeholders, and developers to implement and optimize workflows, forms, SLAs, notifications, and automation.
• Lead process workshops and working sessions to define current/future state and recommend best-in-class solutions.
• Ensure alignment of ITSM modules with organizational goals, compliance needs, and platform standards.
• Conduct gap analyses, identify improvement opportunities, and support process reengineering efforts.
• Assist with testing, user training, documentation, and transition to support.
• Participate in upgrades, patching, and roadmap planning for ITSM capabilities.
  
  

Other duties as assigned

Minimum Qualifications:

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• Bachelor’s degree in Information Systems, Computer Science, or a related field OR
• Associate degree and 6+ years’ experience OR
• High school diploma or GED and 8+ years’ experience in a related field
• Experience with Tier 1-4 Service Desk
• SA experience with building unclassified, integrating, test, and deploying on classified environments on multiple security domains
• SA experience with integration and deployment of multiple baselines to support internal and Test Organization (IV&V) testing, resolving DRs (Pri 1 and 2), and incorporating fixes in a quick and timely manner
• 3+ years of hands-on experience with ServiceNow ITSM modules
• ITIL Foundation or Intermediate certification,
• ServiceNow Certified System Administrator (CSA)
• Active TS/SCI Clearance
  
  

Knowledge, Skills and Abilities:

• Strong knowledge of ITIL concepts and experience designing ITSM workflows.
• Ability to gather and analyze complex requirements from technical and non-technical stakeholders.
• Experience with ServiceNow Flow Designer, Virtual Agent, and Performance Analytics.
• Exposure to Agile/Scrum or SAFe methodologies.
• Familiarity with other ServiceNow modules like CMDB, Discovery, or ITOM is a plus.
• Excellent communication, facilitation, and documentation skills
• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
• Excellent skills in Microsoft Word, Excel, and other Office applications
• Proficient with Microsoft Office Applications, and experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it
  
  

Join our dynamic team as an IT Service Manager where you will play a pivotal role in enhancing our technological capabilities while ensuring exceptional service delivery.

Job Type: Full-time

Pay: negotiable salary determined by hiring team ($89,905.00 - $150,000.00 estimated) per year

Company Description

FireLink -IT. We enhance the success of our business partners, associates and Stakeholders

Every day, the talent at FIRELINK -IT embrace change and create value for all of our stakeholders in every agency.

FireLink -IT. We enhance the success of our business partners, associates and Stakeholders Every day, the talent at FIRELINK -IT embrace change and create value for all of our stakeholders in every agency.