Senior ITSM Specialist

Pennsylvania Turnpike Commission•Middletown, PA

4d•$87,315 - $118,973•Hybrid

About The Position

At the Pennsylvania Turnpike Commission, technology is more than infrastructure—it's a critical enabler of how we serve our employees, customers, and communities. We're seeking a Senior ITSM Specialist to help drive the evolution of enterprise service management practices across the organization. This is a high-impact opportunity for a strategic thinker, process owner, and continuous improvement champion who is passionate about delivering exceptional technology services through governance, automation, and operational excellence. If you're energized by solving complex organizational challenges, driving meaningful change, and improving how technology services are delivered at scale, this role is for you.

Requirements

Deep knowledge of IT Service Management principles and frameworks.
Experience leading Change Management, Problem Management, Incident Management, or Continual Improvement initiatives.
Strong understanding of governance, process design, operational controls, and performance measurement.
Experience working with enterprise ITSM platforms, preferably ServiceNow.
A continuous improvement mindset focused on delivering measurable business outcomes.
ITIL certification or advanced knowledge of ITIL practices.
Nine (9) years of IT experience in a large systems environment which includes at least two (2) years of experience in technology analysis, business analysis, planning, IT Service Management, quality assurance, or enterprise architecture development methodologies; OR Five (5) years of IT experience in a large systems environment which includes at least two (2) years of experience in technology analysis, business analysis, planning, IT Service Management, quality assurance, or enterprise architecture development methodologies AND a bachelor's degree in information technology or other related field; OR One (1) year as a Technology & Innovation Specialist with the PTC.
Equivalent combination of education and/or experience may be accepted.

Responsibilities

Serve as the primary owner for Change Management and Problem Management, ensuring processes are effective, efficient, and aligned with organizational goals.
Establish governance frameworks, performance metrics, and operational standards that drive consistency and accountability.
Oversee incident governance activities to ensure adherence to service management standards and best practices.
Analyze trends, metrics, and operational data to develop actionable recommendations and continuous improvement initiatives.
Collaborate across technical and business teams to strengthen service delivery and operational maturity.
Partner with stakeholders to identify opportunities for ServiceNow optimization, process automation, and workflow enhancements.
Support the ongoing evolution of the platform to improve efficiency, transparency, and user experience.
Translate business needs into scalable service management solutions that create measurable value.
Develop policies, procedures, documentation, and knowledge resources that support sustainable service management practices.
Serve as a trusted advisor to leadership and cross-functional teams on ITSM strategy, governance, and continual service improvement.