ITSM Specialists L2

Join to apply for the ITSM Specialists L2 role at Purpose Brands, LLC
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Purpose Brands, the parent company of Orange theory, Anytime Fitness, Waxing the City, The Bar Method, and Basecamp Fitness, seeks an ITSM Specialist Level 2 to join its Technology Operations team. This position supports and evolves Purpose Brands’ IT Service Management processes, tools, and reporting frameworks across a multi‑brand network, ensuring consistent delivery of IT services through platforms such as Zendesk and Atlassian.

• Manage day‑to‑day ITSM functions including incident, service request, bug/escalation, change, and problem management using Zendesk and Atlassian tools.
• Maintain and improve ITSM processes and workflows, ensuring high‑quality service delivery across all brands.
• Partner with support teams to provide escalation management, process training, and documentation.
• Oversee service queues and monitor performance to ensure SLAs and KPIs are consistently met or exceeded.
• Provide data analysis and reporting to identify trends, opportunities, and areas for improvement.
• Manage the internal knowledge base and create support documentation for both end‑users and internal teams.
• Support the change management lifecycle including risk assessment, scheduling, communication, and post‑change review.
• Participate in ITSM‑related projects such as tool integrations, automation efforts, and service catalog expansion.
• Contribute to audit and compliance activities through accurate documentation and process adherence.

• 3+ years of experience in IT service management or technical support roles in a multi‑brand or distributed enterprise environment.
• Proficiency with Zendesk, Atlassian tools (Ops Genie), or equivalent ITSM platforms.
• Strong understanding of ITIL v4 best practices and service management principles.
• Proven experience in managing and improving service workflows and documentation.
• Excellent written and verbal communication skills.
• Detail‑oriented with a strong sense of ownership and accountability.

• Service‑Oriented Mindset
• Process & Detail Orientation
• Analytical & Problem‑Solving Skills
• Adaptability & Continuous Improvement
• Collaboration & Communication

Salary: $63,000–$73,000 annually.

• Medical, Dental and Vision Coverage
• Hybrid Work Environment
• Life and Disability Insurance
• Unlimited Time Off + Paid Holidays
• Fridays off between Memorial Day and Labor Day
• 401(k) Savings Plan Matching at 4%
• 10 Coaching and Therapy sessions
• Mental Health Benefits
• Brand Discounts & Reimbursements
• In‑house workout facilities
• Professional Development Opportunities
• Team Building, Employee Engagement Activities & more

• Hybrid model:
  Remote optional on Wednesdays and Fridays; on‑site days on Mondays, Tuesdays, and Thursdays.
• Locations:
  Boca Raton (FL), Woodbury (MN), and Seattle (WA).

Purpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the organization. We work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve.

Purpose Brands provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.