ITSM Process Owner

RESOURCESOFT, INC.; Los Angeles (CA); On-site; USD 130,000 - 180,000; Full time

Job summary

Resourcesoft, Inc. in Los Angeles seeks a senior ITSM lead to own and govern ITIL processes, including Incident, Change, Problem, and Service Request Management. You will define process standards, establish service catalogs and SLAs, and ensure alignment with global teams.

The role requires extensive ServiceNow expertise, CMDB integration, and strong analytics to drive continual service improvement. You will collaborate with stakeholders to design self-service, automation, and data dashboards

Qualifications

• 8+ years leading ITSM process ownership and ITIL implementations.
• Experience with ServiceNow including Request Management, Knowledge Management, Service Level Management, and Incident Management.
• Experience establishing and integrating a CMDB within ITSM processes.
• Strong process design, modeling, and requirements definition skills.

Responsibilities

• Define, develop, and govern ITIL processes including Incident, Change, Problem, and Service Request Management.
• Establish and maintain service catalogs, performance metrics, and SLAs, taking action on non-conformance.
• Establish and operate a CMDB tightly integrated into ITSM processes.
• Conduct audits and maturity assessments to identify process improvement opportunities.
• Design improved self-service and automation capabilities to enhance user support experience.
• Generate data analytics, dashboards, and actionable insights, collaborating with global teams on continual service improvement.

Skills

ITSM process ownership

ServiceNow

ITIL framework

CMDB integration

Stakeholder management

Data analytics

Tools

CMDB tooling

ServiceNow modules

Job description

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Requirements

• 8 or more years of experience leading ITSM process ownership and ITIL framework implementation.
• Proficiency in ServiceNow, including Request Management, Knowledge Management, Service Level Management, and Incident Management.
• Experience with ITIL processes including Incident, Change, and Problem Management, with ITIL accreditation or equivalent.
• Experience establishing and integrating a Configuration Management Database (CMDB) within ITSM processes.
• Experience with business process design, modeling, systems analysis, and requirement definition.
• Strong organizational, stakeholder management, and influencing skills, with proven experience leading process improvement and organizational change.

Responsibilities

• Define, develop, and govern ITIL processes including Incident, Change, Problem, and Service Request Management.
• Establish and maintain service catalogs, performance metrics, and SLAs, taking action on non-conformance.
• Establish and operate a CMDB tightly integrated into ITSM processes.
• Conduct audits and maturity assessments to identify process improvement opportunities.
• Design improved self-service and automation capabilities to enhance user support experience.
• Generate data analytics, dashboards, and actionable insights, collaborating with global teams on continual service improvement.

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

For more information about Resourcesoft and our services, please visit our website.