ITSM Service Manager

First Orion•North Little Rock, AR

1d•Hybrid

About The Position

The ITSM Service Manager is responsible for maintaining and supporting IT Service Management (ITSM) solutions and processes. In this role, you will collaborate with service owners and stakeholders to evaluate and optimize the delivery of IT services managed by the ITSM team. You will remove roadblocks, solve problems, and drive the successful delivery of IT services in a fast-paced environment. Additionally, this role ensures that changes to IT services minimize disruption and support smooth operations.

Requirements

Working knowledge of highly available enterprise IT systems, as well as ITSM and ITIL processes.
Strong expertise with network and application monitoring tools such as New Relic, Zabbix, AWS CloudWatch, or similar.
Understanding of ITSM ticketing systems (ServiceNow, Jira).
Proficient in analyzing and documenting data flows for highly distributed IT services.
Strong written and verbal communication skills with the ability to clearly document and explain business processes.
Ability to analyze and support complex client/server applications.
Available to serve as an off-hours major escalation resource on weekdays (5 PM–8 AM Central Time) and provide weekend backup coverage on a rotating on-call schedule.
The maximum on-call responsibility is one week per month.

Nice To Haves

AWS Cloud Practitioner or other advanced AWS certifications.
ITIL certification.
Technical knowledge of common AI tools, such as Microsoft Copilot and Kiro.
Capability to develop basic automation scripts (Python, JavaScript, or similar).
Experience supporting carrier-grade networks.

Responsibilities

Oversee the effective functioning of core ITSM processes for a portfolio of IT services.
Ensure all IT staff are aligned to support IT services efficiently and in accordance with SLAs.
Serve as a key service SME in support of incident escalations.
Produce Root Cause Analysis (RCA) documentation for significant problems.
Design and implement the monitoring and event management strategy for supported services.
Maintain accurate information about IT services in the CMDB (Configuration Management Database).
Oversee change-management activities for infrastructure, applications, and services.
Author knowledge base articles related to supported IT services.
Identify opportunities for service improvement and evaluate IT performance against best-practice KPIs.