ITSM Governance & Performance Specialist

Bloomberg L.P.; New York, Northern (NY, KY); Hybrid; USD 150,000 - 160,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) + match

Life insurance

Wellness programs

Job summary

Bloomberg L.P. is seeking an ITSM Specialist within the SMO to define and maintain IT service management standards across the ETS portfolio.

You will partner with teams to establish what good looks like, track performance against KPIs/SLAs, identify gaps, and drive continual improvement. You’ll collaborate with platform owners to ensure the ITSM framework is enforced by the tooling, build documentation and runbooks, and present portfolio health to leadership, while upholding strong ownership and

Qualifications

• Bachelor’s degree in a related field or equivalent industry experience.
• 5+ years of experience supporting a large enterprise environment.
• 5+ years on an End User Services team.
• Strong working knowledge of ITIL framework, ITSM principles, and how they apply in a global enterprise environment.
• ITIL v4 Foundations certification.
• Experience with ServiceNow or another enterprise ITSM platform.
• Experience executing and/or owning a Service Management practice.
• Experience building and reporting on practice-health metrics (KPIs/SLAs) to leadership.
• Clear, effective communication skills with peers, non-technical colleagues, and senior stakeholders.
• Strong sense of ownership, transparency, accountability, and commitment to doing what’s right for the practices and the business.
• Working familiarity with AI-assisted tools (e.g. Copilot / ChatGPT) for everyday tasks such as drafting, analysis, and documentation.

Responsibilities

• Define and maintain ITSM standards across the portfolio and keep them current as the organization changes.
• Establish, report on, and analyze practice health metrics (KPIs/SLAs) across multiple practices.
• Build and maintain documentation, runbooks, and knowledge base content across practices.
• Partner with platform and tooling owners so practice standards are enforced by the ITSM platform.
• Build audit, risk, and control-evidence responsibility into practices from the start.
• Represent ITSM practices in the SMO’s governance cadence and communicate practice health to stakeholders and leadership.

Skills

ITIL

ITSM

ServiceNow

End User Services

Communication

Ownership

Education

Bachelor’s degree

Tools

Copilot

ChatGPT

Job description

Bloomberg L.P. is seeking an ITSM Specialist within the SMO to define and maintain IT service management standards across the ETS portfolio.

You will partner with teams to establish what good looks like, track performance against KPIs/SLAs, identify gaps, and drive continual improvement. You’ll collaborate with platform owners to ensure the ITSM framework is enforced by the tooling, build documentation and runbooks, and present portfolio health to leadership, while upholding strong ownership and