Itsm Specialist

Skills

Itsm, Process improvement, Incident management, Itil v3, Change management, IT Asset Mgmt, Itil, Itil service management

Itsm, Process improvement, Incident management, Itil v3, Change management, IT Asset Mgmt

Scope of Position:
Responsible for management of IT service management processes. The IT Service Management Office (IT-SMO) within IT Technology Services and Support is committed to assisting its patients.

Position Summary:

Responsible for design, development, implementation, execution, maintenance and support of IT service management processes using ITIL framework. Includes Incident Management, Service Level Management, Change Management, IT Asset/Configuration Management, Problem Management and Knowledge Management. Also responsible for executing projects from small to medium in scope, risk, impact. Communicates with upper management.

• Plan, schedule and facilitate periodic meetings that facilitate the ongoing success of IT-SMO functions
• Work within the ITSM platform (Service Now) to update tickets, assets, configuration items, and related attributes/data
• Create and deliver routine and ad hoc reports for staff and above that enable proactive management of operationalized processes
• Develop and perform routine quality control assessment checks on processes and take appropriate action based on results
• Responsible for creating and maintaining all documentation required for and related to IT service management processes
• Responsible for communication with internal IT support center customers regarding process, policy, workflow, and procedures
• Responsible for communication with customers regarding changes and outages to systems, applications and processes
• Performs trend analysis on processes using multiple sources of data
• Responsible for training staff, managers and above on IT service management procedures
• Work with staff, managers and above to assess and re-engineer processes that are not working optimally
• Perform in a leadership role that facilitates, documents and communicates dispositions of outages for production systems and applications (Including On-Call Rotation)
• Design, test and assist in the implementation of support center tools and processes
• Perform project manager duties for support center projects
• Document and complete project tasks as assigned
• Reads and responds to work-related e-mail
• Attends and participates in team meetings and other scheduled group discussions not associated with a project or other specific initiative
• Provides status reports and performs timekeeping on a weekly basis
• Professional development
• Participates on departmental committees
• On Call duties as assigned
• Other duties as assigned

• Degree in Computer Science or related field, and or at least 2 years equivalent experience, or an equivalent combination of education and experience
• Must possess excellent interpersonal communication skills
• Excellent oral and written communication skills
• Requires broad knowledge of Tier I, Tier II and Tier III support within IT operations
• Proven ability to achieve results through collaborative efforts without direct control over resources required for success
• The ability to operate in a dynamic, highly visible environment
• Familiarity with project management methodologies
• Strong organizational skills and the ability to multi-task are required
• A good grasp of the principles and practices of IT Infrastructure Management especially Change Management, Configuration Management and Problem Management

This is a Contract position based out of Columbus, OH.

The pay range for this position is $50.00 – $55.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available, Life Insurance (Voluntary Life & AD&D for the employee and dependents), Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, Vacation or Sick Leave).

This is a hybrid position in Columbus, OH.

This position is anticipated to close on Dec 26, 2025.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.