Advisor - IT Service Management

Position Overview

Serves as a key operational leader within the ITSM function, owning defined service management processes and acting as a trusted advisor to IT operations and support leaders.

• Own one or more ITSM processes (e.g., incident, change, availability, problem, knowledge).
• Lead portions of Major Incident Management, including facilitation and communications.
• Provide executive-ready service, health reporting and risk insights.
• Drive continuous improvement initiatives across service operations.
• Ensure SLA, OLS, and KPI compliance across internal teams and vendors.
• Partner with Audit, Security, and Risk teams to ensure defensible operations.
• Mentor ITSM analysts and support skill development.
• Comply with all applicable laws/regulations, as well as company policies/procedures.
• Perform other duties as assigned.

• Bachelor's degree/equivalent in information technology, business, or related fields.
• Five (5) years' experience in IT operations, service desk, analytics, or process support.
• Strong facilitation and executive communication skills.
• ITIL certification preferred.

• Some travel required.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.