IT Service Management (ITSM) Associate Manager – Service Portfolio & Reporting

SC Johnson • Ipswich, MA

10d • Hybrid

About The Position

The IT Service Management (ITSM) Associate Manager – Service Portfolio & Reporting is responsible for defining, governing, and continuously improving Information Technology services and service offerings, ensuring they are clearly described, measurable, and positioned to deliver business value. In this role you will partner with service owners and IT Service Management (ITSM) process stakeholders to strengthen IT Service Management (ITSM) practices and to drive actionable insights through ServiceNow reporting and analytics. In this role you will have a general understanding of the Common Service Data Model (CSDM) is expected to support consistent service and offering structures, terminology, and data quality across the portfolio. This is a fulltime role in Racine, WI.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5 years of experience in IT Service Management (ITSM), service portfolio/service offering management, or a closely related discipline.
• Demonstrated experience producing operational and executive reporting in ServiceNow, including performance analytics (dashboards, KPIs, and metrics).
• General familiarity with ServiceNow CSDM concepts is preferred.
• ITIL V4+ certification is required or obtained within a year.
• ServiceNow certifications (e.g., System Administrator and/or ITSM) are a plus.
• Strong command of ITSM and ITIL practices, with the ability to translate process requirements into service/offer structures, workflow enablement, and measurable outcomes.
• Qualified candidates must be legally authorized to work in the United States without the need for current or future sponsorship for full-time employment.

Nice To Haves

• Proficiency with ServiceNow configuration and performance analytics for reporting and data analysis; able to work with data structures and ensure reportable data quality.
• Strong analytical and problem-solving skills, with the ability to analyze trends, identify root causes, and make informed decisions.
• Excellent verbal and written communication skills, with the ability to effectively communicate with technical and non-technical stakeholders.
• Experience driving cross-functional work, managing competing priorities, and delivering outcomes on time.
• Experience defining service catalogs and service offerings, including customer-facing descriptions and measurable SLAs/XLAs.
• Strong familiarity with ServiceNow reporting (dashboards, Performance Analytics, and/or custom reports) and metric design.
• Ability to align services and operational metrics with business objectives and customer outcomes.
• Proficient with Microsoft Suite, including Visio and PowerPoint.
• Ensuring IT services meet user needs and enhance customer satisfaction.
• Strong problem-solving skills to address issues promptly and effectively.

Responsibilities

• Service & Service Offering Management: Own and govern the definition, lifecycle, and quality of services and service offerings (intake, publish, change, retire), ensuring they are accurate, actionable, and consumer friendly.
• Service Portfolio Governance: Oversee the service portfolio structure, standards, and controls so it reflects the current state and supports decision-making across IT and the business.
• ServiceNow Reporting & Analytics: Build, maintain, and operationalize reporting in ServiceNow (dashboards, KPIs, scorecards, and data quality reports) to provide visibility into service performance, adoption, and operational health.
• ITSM Process Alignment: Partner with ITSM process owners (Incident, Request, Problem, Change, Knowledge, CMDB/Asset as applicable) to ensure services and offerings are consistently integrated into process flows, forms, and reporting.
• Stakeholder Engagement: Collaborate with business units, product/platform teams, service owners, and external partners to capture requirements, define offerings, and ensure clear ownership and accountability.
• Data Quality & CSDM Awareness: Apply a general understanding of CSDM to support consistent service/CI relationships, naming conventions, and taxonomy; promote data quality practices that improve reporting accuracy and operational outcomes.
• Continuous Improvement: Identify improvement opportunities and implement changes that increase service clarity, reduce operational friction, and improve customer experience and measurable outcomes.

Benefits

• SC Johnson’s total compensation packages are at or above industry levels.
• In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitability, job level and years of service.
• As a family company, we’re committed to providing benefits such as subsidized health care plans, maternity/paternity/adoption leave, flexible work arrangements, vacation purchase options, recreation and fitness centers, childcare, counseling services and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level