Information Technology Service Management Specialist

Stratus; Edison (NJ); On-site; USD 130,000 - 150,000; Full time

Job summary

A leading IT services company is seeking a Senior Technical Recruiter to enhance IT Service Management across US and UK offices. The ideal candidate has 8-12 years of experience, hands-on expertise with ServiceNow, and a proactive mindset. This role involves managing reports, collaborating with delivery managers, and enhancing workflows. The position offers a pay range of $130,000 - $150,000 per year.

Qualifications

• 8–12 years of experience in IT Service Management roles.
• Hands-on experience with ServiceNow, specifically in reporting.
• Background in Service Desk or similar operational IT functions.

Responsibilities

• Develop, manage, and optimize reports and dashboards in ServiceNow.
• Partner with Delivery Managers to improve service performance.
• Propose new ideas to enhance ITSM practices.

Skills

ServiceNow Reporting

Service Delivery Support

Continuous Improvement

Stakeholder Collaboration

Process Optimization

Operational Reporting

Tools

ServiceNow

Job description

Senior Technical Recruiter at Stratus Technology Services

We are seeking an experienced IT Service Management (ITSM) Specialist with strong expertise in ServiceNow, specifically within Incident Management and Request Management reporting tools, to support our operations across both the US and UK offices. This role is ideal for a motivated, self-starting professional with approximately 10 years of ITSM experience, potentially coming from a Service Desk Manager background. You’ll work closely with Delivery Managers, bringing actionable insights, improving workflows, and supporting strategic service delivery initiatives.

Base pay range

$130,000.00/yr - $150,000.00/yr

Responsibilities

• ServiceNow Reporting: Develop, manage, and optimize reports and dashboards in ServiceNow, with a focus on Incident Management and Request Management.
• Service Delivery Support: Partner with Delivery Managers to identify service improvement opportunities, track SLAs/KPIs, and report on service performance.
• Continuous Improvement: Proactively propose new ideas, tools, and methods to enhance ITSM practices, particularly around automation and analytics.
• Stakeholder Collaboration: Collaborate across teams in both the US and UK to align processes, share insights, and ensure consistency in service delivery.
• Process Optimization: Evaluate and refine existing incident and request processes to ensure efficiency, scalability, and user satisfaction.
• Operational Reporting: Deliver high-quality, actionable reports to stakeholders, providing meaningful insights that support decision-making.

Qualifications & Experience

• 8–12 years of experience in IT Service Management roles, ideally including leadership or coordination responsibilities.
• Hands-on experience with ServiceNow, specifically in reporting and dashboard development within Incident and Request Management modules.
• Background in Service Desk or similar operational IT functions; Service Desk Manager experience is a strong plus.
• Proven ability to work independently, manage priorities, and take ownership of deliverables.
• Strong communication and interpersonal skills, with experience supporting both local and international teams.
• Familiarity with ITIL best practices (certification a plus).

Preferred Traits

• Self-motivated and proactive thinker with a solution-oriented mindset.
• Comfortable operating in a fast-paced, multi-national environment.
• Analytical and detail-oriented, with a strong focus on service quality and performance metrics.
• Experience supporting or working with delivery/project managers.

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting