IT Service Management

Role Overview

The IT Service Management reports to the Senior Director, IT Infrastructure. Located in Mansfield, MA.

This is a hands‑on, process‑leadership role. Success looks like: faster, more predictable service restoration; a maturing Service Now platform; a thriving knowledge base and self‑service portal; well‑governed change with low collision and incident‑to‑change linkage; and a clear, evidence‑based view of service performance shared with IT leadership and the business.

• Own the design, implementation, and continuous improvement of core ITSM processes, including Incident Management, Request Fulfillment, Knowledge Management, Problem Management, and Change Enablement.
• Act as the primary Service Now administrator: configure forms, workflows, business rules, UI policies, notifications, SLAs, assignment rules, and reporting.

This role requires a strong understanding of ITIL 4 and COBIT, as well as experience designing and operating SLAs, OLAs, KPIs, and Critical Success Factors for IT services. The ideal candidate will have a proven track record of designing and executing Service Improvement Plans (SIPs) and managing third‑party IT service providers.

• Bachelor's degree in Computer Science, Information Systems, or a related field — or equivalent professional experience.
• Minimum 5 years of corporate IT service delivery experience spanning Service Desk, Deskside / Onsite Support, Identity and Access Management, and Request Fulfillment.
• Minimum 5 years of hands‑on Service Now administration and ITSM process configuration.
• ITIL 4 Foundation certification.
• Service Now Certified System Administrator (CSA).

• Medical
• Dental
• Vision
• Tuition Reimbursement
• Pet Insurance Legal Insurance
• 401k
• Community Service Day
• Spotlight Awards
• National Sales Excellence Awards
• CFSP Prep Certification Program