Information Services - Service Management Intern

Driscoll’s • Watsonville, CA

8d • $22 - $30 • Onsite

About The Position

Join our End User Services team as an intern and gain hands-on experience supporting enterprise IT environments. This internship is designed for individuals interested in learning about IT Service Management, with a focus on designing, documenting, analyzing, and continuously improving IT service management processes. Key technologies/services you will interact with: ServiceNow - ITSM, SharePoint Online, Active Directory, and Copilot 365 AI. You’ll assist with administration, documentation, and troubleshooting, while learning from experienced technicians.

Requirements

• Must be a recent grad (6 months or less) or senior graduating this summer
• Bachelor’s Degree in IT, Computer Science, or related field by Internship start
• Experience with basic troubleshooting of computer or software issues (academic or personal)
• Foundational understanding of IT Service Management (ITSM) concepts
• Windows 10/11 OS troubleshooting/maintenance
• Proficient with Office 365 tools – Excel, PowerPoint, Word, MS Teams/Zoom.
• Understanding of process-based thinking and workflow design
• Ability to analyze processes and identify inefficiencies or improvement opportunities
• Comfortable working with diagrams, documentation tools, and collaboration platforms
• Basic understanding of metrics, reporting, and data analysis concepts
• Strong organizational skills and attention to detail
• This role requires bilingual proficiency in Spanish and English to support candidates and teams across both languages

Nice To Haves

• Strong understanding and demonstration of the core values of Driscoll’s: Passion, Humility, and Trustworthiness.
• Familiarity with Foundational IT Service Management (ITSM) concepts (through coursework, self-study, or personal projects).
• Experience with basic troubleshooting of computer or software issues (academic or personal).
• Ability to document processes and follow instructions.
• Curiosity about enterprise IT environments, service management, and cloud technologies.

Responsibilities

• Assist in the documentation and maintenance of IT Service Management (ITSM) processes, including (but not limited to) Incident, Problem, Change, Request, and Knowledge Management
• Support process owners by helping track process performance, identifying gaps, and documenting opportunities for improvement
• Participate in process reviews, workshops, and working sessions to understand current-state workflows and future-state designs
• Assist in the development and tracking of key performance indicators (KPIs) and service metrics aligned to ITIL best practices
• Support continual service improvement (CSI) initiatives by analyzing data trends, documenting findings, and recommending improvements
• Collaborate with cross-functional IT teams (e.g., Infrastructure, End User Services, Applications, Security) to ensure processes are well understood and consistently followed
• Gain hands-on exposure to ITIL concepts, governance models, and service lifecycle management in an enterprise environment
• Shadow team members and participate in meetings to learn about enterprise IT operations
• Contribute to projects or pilots as assigned, with guidance from senior staff

What This Job Offers

• Career Level: Intern