IT Service Management Specialist

Acrisure • Grand Rapids, MI

1d • Onsite

About The Position

About Acrisure A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries. Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible. Job Summary: We’re seeking a strategic and collaborative ITSM Specialist to lead the transformation of our IT service organization’s self-service capabilities. This senior individual contributor will play a pivotal role in evolving our current incident-focused model into a unified, customer-centric experience that integrates federated knowledge, AI-driven interfaces, and automation. Partnering across teams, this role will guide the design and governance of a single point of contact for users, ensuring alignment with business goals and delivering measurable improvements in service delivery. With a strong foundation already in place this is a unique opportunity to shape the future of IT service management and potentially influence enterprise-wide service strategies.

Requirements

• Ability to quickly respond to changes in business scenarios, projects, and resources, adapting positively and promptly.
• Ability to cut through ambiguity and remain flexible and calm in the face of uncertainty and stress.
• Excellence in decision-making, consensus building, and conflict management.
• Strong sense of urgency, ownership, and willingness to go above and beyond.
• Strong influencing and relationship management skills.
• Excellent technical writing ability
• Bachelor’s Degree with an Information Technology emphasis strongly preferred.
• Significant experience within a complex IT environment.
• Hands-on experience with ServiceNow Service Catalog.
• Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Responsibilities

• Evaluate, recommend, and help develop AI interface solutions for service delivery, while continuously monitoring virtual agent performance and recommending tuning strategies to optimize user experience and automation outcomes.
• Oversee automation initiatives to streamline incident and request fulfillment, using data analysis to identify opportunities for improvement and collaborating with service owners to ensure catalog accuracy and relevance.
• Promote customer-centric design principles across all service workflows, conducting usability testing, gathering user feedback through workshops and interviews, and refining service offerings through retrospectives and continuous iteration.
• Develop and maintain governance frameworks to ensure alignment with business goals, working closely with stakeholders across HR, finance, and other departments to support cross-functional service integration and enterprise-wide consistency.
• Monitor and report on self-service adoption, performance, and user satisfaction, using metrics and feedback loops to drive innovation and inform strategic decisions.
• Partner with knowledge management teams to curate, federate, and maintain content, ensuring that federated knowledge is accurate, searchable, and aligned with service delivery goals.
• Build and maintain strong relationships with business stakeholders, championing a culture of self-service and digital-first support while aligning initiatives with SLAs, OLAs, and business impact priorities.
• Create and maintain documentation for self-service processes and standards, including templates, playbooks, and internal guides that support onboarding, training, and consistent service delivery.
• Lead pilots and proof-of-concept initiatives for new self-service tools and features, coordinating with cross-functional teams to validate solutions and promote adoption through targeted communication plans and internal campaigns.
• Promote innovation through continuous feedback, experimentation, and collaboration, ensuring that self-service capabilities evolve in response to user needs, business goals, and emerging technologies.
• Provide collaborative support across ITSM process areas, including active participation in major incident management, quality assurance, knowledge management, and change management efforts to ensure consistent service delivery and operational excellence.
• This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.

Benefits

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.
• … and so much more!
• This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees