Principal ITSM Platform, Enterprise Solutions

Invenergy•Chicago, IL

2d•$135,000 - $150,000

About The Position

Invenergy is seeking a forward-thinking and experienced Principal ITSM Platform to own the strategic direction, roadmap, and operational stewardship of our enterprise IT Service Management (ITSM) platform. This role will lead the evolution of ITSM capabilities, drive standardization and automation across IT service delivery, and ensure alignment with our broader digital strategy. As a key member of the Enterprise Platforms team, the ITSM Platform Lead will partner with Service Delivery, IT Operations, Cybersecurity, and business-facing technology teams to advance IT process maturity, enable seamless service experiences, and support continuous improvement.

Requirements

Bachelor’s degree in Information Systems, Computer Science, Business, or a related field.
8+ years of experience in ITSM platform management, architecture, or process ownership roles.
Deep expertise with ITSM platforms (e.g., ServiceNow, BMC Helix, Jira Service Management), including administration, configuration, and module development.
Proven experience implementing or improving ITIL processes and service frameworks at scale.
Ability to manage complex stakeholder environments, drive consensus, and lead through influence.
Familiarity with enterprise architecture, integration patterns, and cloud-native tooling.
Eligible to work in the United States without the need for employer visa sponsorship now or in the future.

Nice To Haves

ITIL v3 or v4 certification (Intermediate or Expert level preferred).
Experience with CMDB, discovery tools, service catalog, and request fulfillment workflows.
Knowledge of platform scripting, integrations (REST/SOAP APIs), and workflow design.
Exposure to Agile, DevOps, or SRE practices as applied to IT operations.
Background in performance analytics, automation tools (e.g., RPA), or AI-driven service operations.

Responsibilities

Platform Strategy & Ownership Define and maintain the strategic roadmap for the ITSM platform (e.g., ServiceNow or equivalent), aligned with enterprise IT and business goals.
Ensure the ITSM platform supports evolving needs in incident, change, problem, request, asset, and knowledge management.
Champion platform scalability, modular expansion, and integration with broader enterprise tools (e.g., CMDB, automation, observability, cloud services).
Governance & Process Enablement Serve as process owner or sponsor for key ITSM processes; guide process design, implementation, and continuous improvement efforts.
Establish and enforce platform governance structures, standards, and data integrity practices.
Collaborate with internal audit, security, and compliance teams to ensure platform meets regulatory and policy requirements.
Platform Development & Delivery Lead configuration, enhancement, and lifecycle planning for ITSM modules and workflows.
Partner with IT service owners, product managers, and engineering teams to prioritize and implement roadmap items.
Manage platform change and release processes to minimize disruption and ensure quality.
Cross-Functional Leadership & Enablement Engage with functional teams to ensure platform capabilities meet user needs and deliver business value.
Drive training, adoption, and communication strategies for new ITSM capabilities and enhancements.
Facilitate stakeholder alignment through regular engagement, performance reporting, and governance meetings.
Innovation & Continuous Improvement Identify opportunities for automation, AI/ML integration, and self-service capabilities within the ITSM ecosystem.
Monitor platform KPIs and service metrics to drive improvements in service performance, responsiveness, and user satisfaction.
Benchmark platform performance and maturity against industry standards (e.g., ITIL, COBIT, ISO 20000).