ITSM Specialist

defi SOLUTIONS; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

defi SOLUTIONS is seeking an ITSM Specialist to manage change, release, incident, and problem processes. You will guide deployments through build, test, and production, while collaborating with teams and clients to sustain a stable environment.

The role emphasizes monitoring enhancements, automation, and efficient IT operations, with on-call duties to support critical systems and ensure service quality.

Qualifications

• Bachelor's degree in information technology, computer science, or a related field.
• Solid knowledge of ITSM frameworks, especially ITIL.
• Experience with release automation tools and logs analysis.
• Ability to coordinate across teams and manage priorities under pressure.

Responsibilities

• Review change records to ensure compliance with change management policies.
• Support release planning and coordinate Go-Live activities.
• Communicate release status and issues to stakeholders.
• Oversee deployment of software releases to production.
• Maintain release metrics and audit documentation.
• Monitor, triage, and resolve incidents with SLA adherence.
• Participate in on-call rotations for after-hours support.

Skills

ITIL

Change management

Release management

Incident management

Problem management

SDLC

Agile

DevOps

On-call rotation

Education

Bachelor's degree in information technology, Computer Science, or related field

Tools

ServiceNow

Elastic

Datadog

Power BI

Active Directory

Job description

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company's comprehensive suite of originations, servicing, and analytics solutions together with technology-enabled processing services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers ever-evolving needs.

Job Overview: ITSM Specialist

The ITSM Specialist plays a critical role in supporting and coordinating the software development lifecycle through core IT service management functions—namely change, release, incident, and problem management. This role ensures seamless production deployments by guiding releases through build, test, and deployment phases, while proactively identifying and mitigating release risks.

In collaboration with internal teams and clients, the ITSM Specialist helps maintain a stable production environment. The role also supports IT Operations Management (ITOM) initiatives by enhancing monitoring capabilities, implementing automation, and streamlining operational workflows.

Key Responsibilities Include

• Review change records to ensure compliance with change management policies
• Support release planning and coordinate Go-Live activities
• Communicate release status and issues to stakeholders
• Oversee the deployment of software releases to production
• Support release calls and post status updates during deployment windows
• Facilitate release scorecards aimed at driving continuous improvement
• Maintain release metrics and audit documentation
• Monitor, triage, and resolve incidents, ensuring minimal impact on business operations and compliance with client service-level agreements (SLAs)
• Oversee batch job execution, ensuring timely and accurate processing
• Troubleshoot and resolve failed batch jobs in collaboration with internal teams
• Deliver timely and accurate updates to clients and executive stakeholders during incidents or high-impact events
• Support root cause analysis (RCA) and implement corrective actions to prevent recurrence
• Maintain detailed incident documentation, reporting, and escalation procedures
• Participate in an on-call rotation to provide after-hours support for critical systems
• Strong problem solving skills and ability to troubleshoot and support software and hardware

Qualifications & Skills Required:

• Strong knowledge of ITSM frameworks such as ITIL
• Strong communication, problem-solving, and organizational skills
• Familiarity with SDLC, Agile, and DevOps methodologies
• Familiarity with enterprise release frameworks and change control
• Experience with release automation tools and cross-functional coordination
• Ability to analyze logs and troubleshoot technical issues under pressure
• Ability to manage competing priorities in a fast-paced environment while maintaining a high level of service quality
• Familiarity with Active Directory and Microsoft Administration
• Willingness to participate in an on-call rotation for after-hours support

Preferred:

• Bachelor's degree in information technology, Computer Science, or a related field
• Experience in process automation and system monitoring tools
• Familiarity with ServiceNow
• Familiarity with cloud-based IT operations and monitoring solutions (i.e. Elastic, Datadog, Power BI etc.)

Affirmative Action/EEO Statement

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.