ITSM Specialists L2

Purpose Brands, LLC•Woodbury, MN

49d•Hybrid

About The Position

Purpose Brands, the parent company of Orangetheory, Anytime Fitness, Waxing the City, The Bar Method, and Basecamp Fitness, is seeking a ITSM Specialist 2 to join its team. This is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture. Purpose Brands, the parent company of Orangetheory, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, and Stronger U is seeking ITSM Specialist – Level 2 to join its team. This is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture. As a member of the Technology Operations team, the ITSM Specialist Level 2 plays a key role in supporting and evolving Purpose Brands’ IT Service Management processes, tools, and reporting frameworks. This role ensures consistent delivery of IT services across the organization by managing workflows, driving process improvements, and supporting end-users and internal tech teams through the Zendesk and Atlassian platforms or similar ITSM tools. You’ll be the go-to person for incident, request, change, document creation, and problem management practices—helping to uphold ITIL standards and ensuring a great support experience for our staff and franchisees.

Requirements

3+ years of experience in IT service management or technical support roles in a multi-brand or distributed enterprise environment.
Proficiency with Zendesk, Atlassian tools (Ops Genie), or equivalent ITSM platforms.
Strong understanding of ITIL v4 best practices and service management principles.
Proven experience in managing and improving service workflows and documentation.
Excellent written and verbal communication skills.
Detail-oriented with a strong sense of ownership and accountability.

Responsibilities

Manage day-to-day ITSM functions including incident, service request, bug / escalation, change, and problem management using Zendesk and Atlassian tools.
Maintain and improve ITSM processes and workflows, ensuring high-quality service delivery across all brands.
Partner with support teams to provide escalation management, process training, and documentation.
Oversee service queues and monitor performance to ensure SLAs and KPIs are consistently met or exceeded.
Provide data analysis and reporting to identify trends, opportunities, and areas for improvement.
Manage the internal knowledge base and create support documentation for both end-users and internal teams.
Support the change management lifecycle including risk assessment, scheduling, communication, and post-change review.
Participate in ITSM-related projects such as tool integrations, automation efforts, and service catalog expansion.
Contribute to audit and compliance activities through accurate documentation and process adherence.