Information Technology Service Management Specialist

Senior Technical Recruiter at Stratus Technology Services

We are seeking an experienced IT Service Management (ITSM) Specialist with strong expertise in Service Now, specifically within Incident Management and Request Management reporting tools, to support our operations across both the US and UK offices. This role is ideal for a motivated, self-starting professional with approximately 10 years of ITSM experience, potentially coming from a Service Desk Manager background. You’ll work closely with Delivery Managers, bringing actionable insights, improving workflows, and supporting strategic service delivery initiatives.

$/yr - $/yr

• Service Now Reporting:
  Develop, manage, and optimize reports and dashboards in Service Now, with a focus on Incident Management and Request Management.
• Service Delivery Support:
  Partner with Delivery Managers to identify service improvement opportunities, track SLAs/KPIs, and report on service performance.
• Continuous Improvement:
  Proactively propose new ideas, tools, and methods to enhance ITSM practices, particularly around automation and analytics.
• Stakeholder
  
  Collaboration:
  
  Collaborate across teams in both the US and UK to align processes, share insights, and ensure consistency in service delivery.
• Process Optimization:
  Evaluate and refine existing incident and request processes to ensure efficiency, scalability, and user satisfaction.
• Operational Reporting:
  Deliver high-quality, actionable reports to stakeholders, providing meaningful insights that support decision-making.

• 8–12 years of experience in IT Service Management roles, ideally including leadership or coordination responsibilities.
• Hands-on experience with Service Now, specifically in reporting and dashboard development within Incident and Request Management modules.
• Background in Service Desk or similar operational IT functions;
  Service Desk Manager experience is a strong plus.
• Proven ability to work independently, manage priorities, and take ownership of deliverables.
• Strong communication and interpersonal skills, with experience supporting both local and international teams.
• Familiarity with ITIL best practices (certification a plus).

• Self-motivated and proactive thinker with a solution-oriented mindset.
• Comfortable operating in a fast-paced, multi-national environment.
• Analytical and detail-oriented, with a strong focus on service quality and performance metrics.
• Experience supporting or working with delivery/project managers.

• Associate

• Contract

• Information Technology

• IT Services and IT Consulting