ITSM & Governance Specialist

Baldwin Richardson Foods • Westmont, IL

3d • Remote

About The Position

The ITSM & Governance Specialist supports the development, execution, and ongoing operation of the Technology Service Management (ITSM) framework and technology governance processes. This role focuses on administering ITSM processes, tools, and governance routines to help ensure technology initiatives are prioritized appropriately and aligned with approved budgets and organizational objectives. Reporting to the Sr Manager Digital Operations, this role partners with internal technology teams, service providers, and business stakeholders to document processes, maintain governance workflows, and provide visibility into demand, service performance, and initiative readiness. The Specialist operates within established frameworks and standards and contributes to continuous improvement efforts.

Requirements

• A minimum of three (3) years of experience in an Information Technology, IT operations, service management, PMO, or governance-related role.
• Working knowledge of ITIL or similar IT Service Management frameworks.
• Experience supporting or administering technology platforms used for ITSM, governance, or portfolio management.
• Strong written and verbal communication skills with the ability to collaborate across technical and business teams.
• Ability to read, write and interpret documents in English such as safety rules, operating and maintenance instructions and procedure manuals.

Nice To Haves

• ITIL Foundation, CAPM, or similar entry- to mid-level certifications.
• Experience working with external service providers or managed services environments.
• Familiarity with governance, demand intake, or portfolio prioritization processes.
• A strong attention to detail.
• The ability to manage functionally diverse teams, including external partners.
• The ability to effectively communicate with all levels of an organization.
• A collaborative approach that allows you to be effective in influencing without direct organizational authority.
• Strong project management skills including planning, risk analysis and mitigation, prioritization, and resource management.
• Ability to lead and coach team members in the areas of influence, collaboration, systems/enterprise thinking, and empowered decision-making.
• Ability to perform work in an autonomous way, completing assigned tasks in a reliable fashion with little leadership direction.
• Blend of strategic thinking and tactical actions applied to issues at hand.
• Project management or ITIL certifications

Responsibilities

• Support the adoption and day-to-day execution of ITIL-based processes (including Incident, Change, Problem, and Request Management).
• Assist in documenting ITSM processes, procedures, and roles across internal teams and external service providers.
• Maintain process documentation, operational metrics, and KPIs used to measure service effectiveness and efficiency.
• Support configuration, administration, and ongoing operation of ITSM and governance tools, acting as a primary point of contact for users and data quality.
• Assist in evaluating enhancements or additional capabilities (including automation and AI-enabled features) that improve service management processes.
• Support SLA tracking and reporting, working with vendors and internal teams to monitor adherence and escalate issues as needed.
• Participate in technology governance activities by preparing materials, tracking approvals, and supporting forums related to business case readiness, budget alignment, and risk management.
• Work with Business Technology Group leaders to capture, document, and report short-term and mid-term technology needs and demand.
• Conduct regular reviews of ITSM and governance processes and recommend incremental improvements to improve consistency, efficiency, and transparency.

What This Job Offers

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