IT Service Management

TriMark•Mansfield, MA

14h•$160,000 - $185,000•Hybrid

About The Position

TriMark USA is seeking an IT Service Management Expert to lead the delivery, management, and continuous improvement of IT services. This role is anchored in ITIL 4 and COBIT, focusing on establishing service-management standards, owning key ITSM processes (Incident, Request, Knowledge, Change Enablement), administering the ServiceNow platform, and partnering across IT and the business to ensure reliable, measurable, and continuously improving services. This is a hands-on, process-leadership role aimed at achieving faster, more predictable service restoration, a maturing ServiceNow platform, a thriving knowledge base and self-service portal, well-governed change with low collision and incident-to-change linkage, and a clear, evidence-based view of service performance. The ideal candidate will have a strong service orientation, process discipline, analytical rigor, leadership through influence, excellent communication skills, and a bias for continuous improvement.

Requirements

Bachelor's degree in Computer Science, Information Systems, or a related field — or equivalent professional experience.
Minimum 5 years of corporate IT service delivery experience spanning Service Desk, Deskside / Onsite Support, Identity & Access Management, and Request Fulfillment.
Minimum 5 years of hands-on ServiceNow administration and ITSM process configuration.
ITIL 4 Foundation certification.
ServiceNow Certified System Administrator (CSA).
Demonstrated experience designing and operating SLAs, OLAs, KPIs, and Critical Success Factors for IT services.
Demonstrated ability to design and execute Service Improvement Plans (SIPs).
Experience managing third-party IT service providers and holding them accountable to contracted outcomes.
Strong written and verbal communication skills, including the ability to present service performance to non-technical stakeholders.
Ability to successfully pass a background check post offer acceptance.

Nice To Haves

ITIL 4 Managing Professional or higher certification.
ServiceNow Certified Implementation Specialist (CIS-ITSM) or Certified Application Developer.
Experience with Knowledge-Centered Service (KCS) methodology.
Exposure to COBIT, ISO/IEC 20000, or SOC 2 audit support.
Experience supporting a multi-site, distributed organization with both corporate and divisional IT functions.
Familiarity with adjacent ServiceNow modules (HRSD, ITOM, SecOps, or CMDB) is a plus.

Responsibilities

Own the design, implementation, and continuous improvement of core ITSM processes, including Incident Management, Request Fulfillment, Knowledge Management, Problem Management, and Change Enablement.
Serve as process owner for Change Enablement: maintain the change policy and risk model, govern the Change Advisory Board (CAB), and chair the CAB or oversee a designated Change Coordinator.
Maintain and evolve the IT Service Catalog to accurately represent IT deliverables and request processes.
Develop short- and long-term service and process maturity goals; publish a roadmap and report progress to IT leadership.
Act as the primary ServiceNow administrator: configure forms, workflows, business rules, UI policies, notifications, SLAs, assignment rules, and reporting.
Manage platform health: upgrades, plugin activation, instance hygiene, integrations, and access governance.
Partner with stakeholders to translate business requirements into ServiceNow enhancements; manage a backlog of platform improvements.
Lead the buildout and ongoing curation of the IT Knowledge Base, including authoring standards, review cadence, and retirement of stale content.
Drive shift-left initiatives to move resolution closer to the user via the Service Portal, KCS practices, and self-service request flows.
Establish KPIs for knowledge effectiveness and report against them.
Define and operate SLAs, OLAs, and underpinning contracts; build and publish dashboards and KPI reporting.
Conduct service reviews with internal stakeholders and external suppliers; identify improvement opportunities and own Service Improvement Plans (SIPs).
Provide trend analysis on incidents, requests, changes, and platform usage.
Manage day-to-day relationships with third-party IT service providers and managed service partners.
Partner with Infrastructure, Application, Security, and divisional IT teams to deliver a coordinated service experience.
Represent the service-management function in IT governance forums and provide thought leadership on ITSM strategy and roadmap.