IT Service Management Specialist

Why RTI

RTI International is an independent, scientific research institute dedicated to improving the human condition. Our vision is to address the world's most critical problems with technical and science-based solutions in pursuit of a better future. Clients rely on us to answer questions that demand an objective and multidisciplinary approach—one that integrates expertise across social, statistical, data, and laboratory sciences, engineering, and other technical disciplines to solve the world’s most challenging problems.
We believe in the promise of science and technical solutions, and we push ourselves every day to deliver on that promise for the good of people, communities, and businesses in the US and around the world. If you are looking for the opportunity to make a real difference, RTI is the place for you.

The IT Service Management Specialist is responsible for supporting day-to-day ITSM operations with a strong focus on Change Enablement (CAB coordination), Knowledge Management, and core IT service processes. This role ensures consistent execution of ITIL-based practices, operational accuracy, and high-quality service delivery across the IT organization.

This role ensures consistent execution of ITIL-based practices, operational accuracy, and high-quality service delivery across the IT organization.

Essential Duties:

• Support ITIL-based IT Service Management activities, including Incident, Request, Change, Problem, and Knowledge Management.
• Coordination and scheduling of Change Advisory Board (CAB) meetings, including agenda preparation, note taking,and change calendar updates.
• Review and validate change requests for accuracy, completeness, and policy compliance.
• Contribute to Knowledge Management activities by drafting, reviewing, publishing, and maintaining knowledge articles.
• Oversee Major Incident Management practices and monitor quality of the Major Incident Coordinator team.
• Perform regular knowledge base quality checks for accuracy, relevance, and compliance with established standards.
• Develop and maintain strong relationships with ITSM operational stakeholders.
• Monitor daily ITSM operational queues and help ensure timely response and resolution.
• Generate and maintain ITSM operational reports and metrics.
• Collaborate with development teams to ensure process adherence and identify opportunities for process improvement.
• Support continual service improvement (CSI) efforts by contributing feedback, documenting gaps, and recommending enhancements.
• Provide basic facilitation support during operational meetings and incident coordination calls as needed.

Education & Experience Requirements:

Job Requirements are a combination of qualifications and related experience. Judgment of an acceptable equivalent combination, on an individual basis, is the responsibility of Management.

Bachelor's Degree and 1 year of experience, Master's degree and 0 years of experience, or equivalent combination of education

and experience.

Skills & Abilities:

Below are skills and abilities required to perform the essential duties of this job. An addendum that clarifies additional skills and abilities for incumbents in this job may be used in addition to this description.

delivering the promise of science for global good

• Understanding of ITIL principles (ITIL Foundation preferred).
• Power user, administrative or developer experience with Service Now or similar ITSM platforms.
• Strong organizational and documentation skills.
• Familiarity with Microsoft 365 platform
• Ability to manage multiple operational tasks in a fast-paced environment.
• Foundational understanding of IT infrastructure and support operations.
• Strong written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Customer-service orientation and attention to detail.
• Comfortability and familiarity with AI solutions, eg ML, Generative AI, Agentic AI. Service Now Enterprise ITSM experience required.

For San Francisco, CA USA Job Postings Only:
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and…