ITIL Process Engineer

McLane•Temple, TX

6d•Hybrid

About The Position

Take your career further with McLane! McLane teammates, the driving force behind our success, are diverse professionals who work together seamlessly to keep our operations running smoothly. As a teammate, you will pair your dedication, expertise, and collaborative spirit with your fellow teammates to serve America’s most beloved brands. McLane leaders think long-term, act with purpose, and inspire high performance. They lead with accountability, communicate clearly, and drive results through collaboration, innovation, and continuous growth. They empower each teammate to learn from industry leaders, develop their skills, and build lasting connections nationwide. We’re hiring an ITIL Process Engineer to design, implement, and continuously improve enterprise ITSM processes that enable stable, efficient, and AI‑enabled service operations. In this role, you’ll partner closely with engineering, operations, and product teams to strengthen CMDB integrity, drive automation‑first workflows, reduce operational risk, and improve service quality at scale. This is a hybrid position which will require the candidate to report and work from the office at least three days a week. Therefore, interested candidates should be within a 50-minute radius from Temple, TX.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
3+ years of experience in ITSM process design, implementation, or continuous improvement.
ITIL v3 or ITIL v4 Foundation certification required; intermediate or expert certification preferred.
Hands on experience with ServiceNow or Jira Service Management, CMDB and discovery tools, and ITSM automation.
Working knowledge of automation technologies such as Flow Designer, Power Automate, Ansible, Python, or PowerShell.
Strong analytical, documentation, facilitation, and stakeholder management skills.
Proven ability to translate operational data into insights and drive measurable improvements.
This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.

Responsibilities

Design, implement, and govern ITIL aligned processes across Incident, Problem, Change, Request, Knowledge, and Configuration Management.
Own CMDB stewardship by defining CI models, relationships, lifecycle states, and data standards to ensure accuracy and usability.
Configure and extend ITSM platforms such as ServiceNow or Jira Service Management, converting manual tasks into automated workflows.
Drive automation by integrating ITSM processes with monitoring, CI/CD, cloud, and infrastructure tools.
Partner on AI and AIOps initiatives including ticket categorization, anomaly detection, predictive insights, and virtual agents.
Define KPIs and SLAs, perform trend and root cause analysis, and lead continual service improvement initiatives.
Facilitate workshops, training, and process adoption across L1/L2 teams and technical stakeholders.
Ensure audit readiness and compliance with internal controls and standards such as NIST and ISO.