Senior ITSM Specialist

Posting Start Date:

June 18, 2026

Posting End Date:

July 2, 2026

Position Number:



Union:

Non-Union

FLSA Status:

Salaried Exempt

Department:

Information Technology

Salary Grade:

E-4

Salary Range:

$87,315.09 - $

Employment Type:

Full Time

Building Location:

Central Office Building

Building Street:

700 S. Eisenhower Boulevard

Building City:

Middletown

Building State:

Pennsylvania (US-PA)

Building Zip Code:

17057

Work Schedule:

Flexible Work Options

The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as "America's First Superhighway"! Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. The PTC operates a 565-mile system with over 205 million transactions annually. Together, we are building the highway of the future.

The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options
* such as:

• Hybrid Work - combination of remote and in-person reporting
• Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days

* Some options may require completion of probationary period.

The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.

Applicants must be currently authorized to work in the United States on a full-time basis. The Commission will not sponsor applicants for work visas.


Your Impact


At the Pennsylvania Turnpike Commission, technology is more than infrastructure-it's a critical enabler of how we serve our employees, customers, and communities. We're seeking a Senior ITSM Specialist to help drive the evolution of enterprise service management practices across the organization. This is a high-impact opportunity for a strategic thinker, process owner, and continuous improvement champion who is passionate about delivering exceptional technology services through governance, automation, and operational excellence.

If you're energized by solving complex organizational challenges, driving meaningful change, and improving how technology services are delivered at scale, this role is for you.


What You'll Do


Own and Evolve Enterprise ITSM Processes

• Serve as the primary owner for Change Management and Problem Management, ensuring processes are effective, efficient, and aligned with organizational goals.
• Establish governance frameworks, performance metrics, and operational standards that drive consistency and accountability.

Drive Operational Excellence

• Oversee incident governance activities to ensure adherence to service management standards and best practices.
• Analyze trends, metrics, and operational data to develop actionable recommendations and continuous improvement initiatives.
• Collaborate across technical and business teams to strengthen service delivery and operational maturity.

Shape the Future of Service Now

• Partner with stakeholders to identify opportunities for Service Now optimization, process automation, and workflow enhancements.
• Support the ongoing evolution of the platform to improve efficiency, transparency, and user experience.
• Translate business needs into scalable service management solutions that create measurable value.

Influence Enterprise Transformation

• Develop policies, procedures, documentation, and knowledge resources that support sustainable service management practices.
• Serve as a trusted advisor to leadership and cross-functional teams on ITSM strategy, governance, and continual service improvement.

This is an opportunity to do more than manage processes-you'll help define how technology services are delivered across a statewide organization. You'll work alongside talented professionals, influence strategic technology initiatives, and help build a modern, service-focused IT organization committed to innovation, accountability, and continual improvement. If you're ready to lead meaningful changes and elevate enterprise service management, we encourage you to apply.


What We're Looking For


We're seeking someone who combines technical expertise with strong business acumen and a passion for service excellence. Successful candidates will demonstrate:

• Deep knowledge of IT Service Management principles and frameworks.
• Experience leading Change Management, Problem Management, Incident Management, or Continual Improvement initiatives.
• Strong understanding of governance, process design, operational controls, and performance measurement.
• Experience working with enterprise ITSM platforms, preferably Service Now.
• A continuous improvement mindset focused on delivering measurable business outcomes.
• ITIL certification or advanced knowledge of ITIL practices.

Qualifications

• Nine (9) years of IT experience in a large systems environment which includes at least two (2) years of experience in technology analysis, business analysis, planning, IT Service Management, quality assurance, or enterprise…