IT Service Management Specialist

maurices•Duluth, MN

1d•$55,000 - $65,000•Onsite

About The Position

The ITSM Specialist supports critical service management processes that keep our omni-channel retail operations running smoothly. This is an excellent opportunity for someone ready to advance beyond help desk work into a structured ITSM role with clear growth potential. Working closely with the ITSM Team Lead, you'll play a key role in change management, problem management, major incident communications, and data-driven incident reduction initiatives. You'll gain hands-on experience with enterprise ITSM processes while developing technical skills in ServiceNow reporting, dashboards, and workflows.

Requirements

2-4 years of IT experience, including help desk or technical support roles
Strong analytical skills with ability to identify patterns in large datasets
Excellent written and verbal communication skills
High attention to detail and ability to manage multiple priorities
Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word)
Demonstrated ability to work collaboratively across teams
Willingness to learn ServiceNow and ITSM best practices

Nice To Haves

Experience with ServiceNow or similar ITSM platforms
ITIL Foundation certification (or willingness to obtain)
Familiarity with retail operations, POS systems, or e-commerce platforms
Experience creating reports, dashboards, or data visualizations
Understanding of change management, problem management, or incident management processes

Responsibilities

Change Management Review and validate change requests to ensure all requirements are met with accuracy and completeness
Identify and flag potential conflicts between proposed changes and existing schedules
Prepare detailed change information and materials for daily change review meetings
Support Change Advisory Board (CAB) activities by coordinating change schedules and documentation
Track change success rates and collaborate with teams to improve change quality
Problem Management Monitor problem tickets to ensure adherence to SLA requirements for root cause analysis and resolution
Track daily progress on open problems and proactively follow up with assigned teams
Coordinate problem resolution activities across multiple IT teams to ensure timely completion
Escalate aging or stalled problems to the ITSM Team Lead with recommended actions
Document problem resolution patterns and lessons learned
Major Incident Management Communications Assist IT leadership with drafting and distributing status updates during major incidents
Ensure incident records are properly maintained with timely, customer-facing updates
Coordinate communication timing across IT and business stakeholders
Maintain incident communication templates and standards
Track post-incident action items to closure
Incident Analytics & Continuous Improvement Analyze incident data to identify trends, themes, and patterns across the IT environment
Create reports and visualizations that highlight opportunities for permanent incident reduction
Present findings to IT Operations teams with actionable recommendations
Partner with technical teams to prioritize and implement preventive measures
Track the effectiveness of improvement initiatives over time
Knowledge Management Review knowledge base articles for accuracy, relevance, and currency
Identify outdated or missing documentation and coordinate updates with subject matter experts
Ensure knowledge articles are created following major problem resolutions
Track knowledge article usage and effectiveness
Maintain knowledge management standards and processes
ServiceNow Platform Administration Create and maintain reports and dashboards for change, problem, and incident metrics
Develop custom views and filters to support process workflows
Learn to build and modify ServiceNow workflows (training provided)
Ensure data quality and integrity across ITSM modules
May assist with CMDB accuracy and asset management activities as needed
Process & Governance Support ITSM process documentation and continuous improvement initiatives
Assist with audit requests related to change and problem management records
Participate in process reviews and recommend efficiency improvements
Help ensure compliance with internal IT governance standards