ITSM Specialist: Change Enablement & Knowledge Mgmt

RTI International; North Carolina; On-site; USD 71,000 - 88,000; Full time

Benefits offered by this job

401(k) plan

Health insurance

Dental insurance

Life insurance

Disability insurance

Paid time off

Parental leave

Job summary

RTI International in the United States is seeking an IT Service Management Specialist to support day-to-day ITSM operations with a strong focus on Change Enablement, CAB coordination, Knowledge Management, and core IT service processes.

This role drives consistent ITIL-based practices, operational accuracy, and high-quality service delivery across the IT organization, including change validation, knowledge publishing, and continuous service improvement.

Qualifications

• Education: Bachelor's Degree with 1 year experience, or equivalent combination.
• ITIL foundation is preferred and knowledge of ITSM processes.
• Experience with ServiceNow or similar ITSM platforms is required.

Responsibilities

• Support ITIL-based IT Service Management activities (Incident, Request, Change, Problem, Knowledge).
• Coordinate CAB meetings, prepare agendas, take notes, and track changes.
• Review change requests for accuracy and policy compliance.
• Draft, review, publish and maintain knowledge articles.
• Oversee Major Incident Management and monitor MI Coordinator team.
• Conduct knowledge base quality checks and maintain documentation.
• Monitor ITSM queues and assist timely response and resolution.
• Generate ITSM reports and metrics; collaborate with development teams.
• Support CSI efforts with feedback and gap documentation.

Skills

ITIL knowledge

ServiceNow familiarity

Microsoft 365 knowledge

Strong written and verbal comm

Cross-functional collaboration

Change Enablement experience

Education

Bachelor's Degree + 1 year experience; Master's + 0 years

Tools

ServiceNow

Microsoft 365

Job description

RTI International in the United States is seeking an IT Service Management Specialist to support day-to-day ITSM operations with a strong focus on Change Enablement, CAB coordination, Knowledge Management, and core IT service processes.

This role drives consistent ITIL-based practices, operational accuracy, and high-quality service delivery across the IT organization, including change validation, knowledge publishing, and continuous service improvement.