Sr. IT Service Manager

A.C. Coy•Pittsburgh, PA

1d•Hybrid

About The Position

The A.C.Coy Company has an immediate need for an IT Service Manager. This role is responsible for corporate IT infrastructure policy, standards, and procedures, particularly as they pertain to IT Change Management. The candidate will govern these processes, lead weekly change control meetings, and drive continuous improvement. A key responsibility is owning and maintaining the IT configuration management database (CMDB), requiring competence in ServiceNow CMDB design and understanding its dependencies for data completeness. The role also involves processing requests, updating content, maintaining records, and improving processes. The IT Service Manager will map software applications/databases to their hardware, act as an ITIL champion, and govern the enterprise CMDB. They will analyze and approve changes to the CMDB and foundation data, create and maintain CMDB records, and audit data for accuracy. The position involves developing enterprise application-to-hardware relationship maps via ServiceNow, developing and maintaining the IT Infrastructure Service Catalog, and creating internal chargebacks for the Infrastructure organization. Additionally, the role owns and governs the corporate IT change process for Infrastructure, the ITIL Problem Management process for the IT infrastructure organization, and participates in ServiceNow upgrade and change-related testing. The IT Service Manager will be a member of the core ServiceNow team, leading CMDB and change management efforts, and will conduct end-user training.

Requirements

Minimum of 7 years' experience in IT infrastructure.
Minimum of 5 years' experience in ServiceNow and ServiceNow CMDB (CSDB, ITAM, Discovery, Service Mapping, Patterns, Data Manager).
Experience with ITSM processes (e.g., IT Asset Management, IT Change Management and IT Problem Management).
High school diploma - Required.
ServiceNow and ServiceNow CMDB or a similar system - 5+ years.
IT infrastructure experience - 7+ years.
Experienced in using Microsoft Office and O365 tools including Excel, Teams and SharePoint.
Experience with ServiceNow CMDB in the following areas: Common Service Data Model (CSDM), IT Asset Management (ITAM), Discovery, Service Mapping, Patterns, Data Manager.
Experience with ITSM processes, including but not limited to IT Asset Management, IT Change Management and IT Problem Management.
Working knowledge of the ServiceNow Change Management Module.

Nice To Haves

Bachelor’s degree in Information Sciences, Information Technology or Computer Science from an accredited institution - Preferred.
ITIL Certification.
ServiceNow Certification.
Knowledge of ServiceNow foundation data/tables - Preferred.
AWS or Microsoft Azure Cloud experience - Preferred.

Responsibilities

Responsible for corporate IT infrastructure policy, standards and procedures as they pertain to IT Change Management.
Govern IT change processes and lead the weekly change control meetings.
Responsible for continuous improvement in IT change management and maintaining accurate documentation of processes and changes.
Own and maintain the IT configuration management database (CMDB), including design aspects and understanding dependencies within ServiceNow.
Efficiently process requests, create and update content, maintain records, and drive process improvement.
Map software applications/databases to the hardware that they reside on.
Act as the ITIL champion both within corporate IT and business units.
Owns and governs the enterprise configuration management database.
Analyzes and approves incoming requests for change to CMDB and core foundation data.
Creates and updates or otherwise maintains CMDB records as needed.
Audits the data within the CMDB to ensure accuracy and conformance to processes.
Develops enterprise application to hardware relationship maps via ServiceNOW.
Moves Client forward as it pertains to the design and organization of our CMDB data by utilizing the common service data model, discovery and service mapping.
Develops and maintains the IT Infrastructure Service Catalog.
Creates and maintains internal chargeback for Infrastructure organization.
Owns, maintains, and governs the corporate IT change process for Infrastructure.
Owns ITIL Problem Management process for the IT infrastructure organization.
Take part in ServiceNow upgrade and change related testing exercises.
Serve as a member of our core ServiceNow team to help guide the direction and use of the tool while being the lead for CMDB and change management.
Maintains and conducts end-user training on a periodic basis.