ITSM Specialist - Operations Analyst

Bloomberg; New York (NY); Presencial; USD 150 000 - 160 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Comprehensive benefits

401(k) matching

Paid holidays and PTO

Resumo da oferta

Bloomberg seeks an ITSM Specialist to define and maintain IT service management standards across its enterprise portfolio. You’ll track performance, identify gaps, and lead continual improvement while partnering with teams to keep the practices current and effective.

You'll drive health metrics (KPIs/SLAs), build runbooks and knowledge content, and ensure audit and control considerations are embedded from day one. Strong communication with leadership is essential.

Qualificações

• Bachelor’s degree in related field or equivalent experience.
• Experience implementing and maintaining ITSM practices.
• Strong grasp of ITIL and ITSM in a global enterprise.
• Experience with reporting on practice health metrics to leadership.

Responsabilidades

• Support design of ITSM practices across portfolio including standards and escalation paths.
• Establish and analyze health metrics (KPIs/SLAs) across practices.
• Build and maintain documentation, playbooks, and knowledge content.
• Partner with platform and tooling owners to enforce standards via ITSM platform.
• Incorporate audit, risk, and control-evidence into practices from start.
• Represent ITSM practices in governance and communicate health to leadership.

Conhecimentos

ITIL knowledge

KPI reporting

Stakeholder comms

AI familiarity

Formação académica

Bachelor's degree

Ferramentas

ServiceNow

Descrição da oferta de emprego

The Service Management Office (SMO) sets the standards for how IT service management operates across ETS. It provides the governance, consistency, and measurement behind practices including Request, Problem, Incident, and Knowledge Management.

As an ITSM Specialist in the SMO, you will help define and maintain these standards across the portfolio. You will partner with teams to establish what good looks like, track performance against key measures, identify gaps, and lead improvement work.

You will be a trusted partner to delivery teams when a process is not working as it should, and to leadership when they need a clear view of how the portfolio is performing.

Mission

To make service delivery measurably better by strengthening how ITSM practices run, their standards, their metrics, and their continual improvement, while the teams who execute those practices stay focused on doing the work.

We’ll trust you to:

• Support the design of ITSM practices across the portfolio: their standards, intake criteria, escalation paths, and definitions of good, keeping them current as the organization changes.
• Establish, report on, and analyze practice health metrics (KPIs/SLAs) across multiple practices on a fixed cadence, using the data to identify gaps and drive continual improvement.
• Build and maintain documentation, runbooks, and knowledge base content across practices, and identify gaps before they become issues.
• Partner with platform and tooling owners so practice standards are enforced by the ITSM platform, not just written down.
• 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.

You’ll need to have:

• Bachelor’s degree in a related field, or equivalent industry experience.
• 5+ years of experience supporting a large enterprise environment.
• 5+ years of experience on an End User Services team.
• Strong working knowledge of ITIL framework, ITSM principles, and how they apply in a global enterprise environment.
• 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.

We’d love to see:

• Any additional ITIL v4 Specialist-level certification beyond Foundation (e.g., Create, Deliver & Support; Drive Stakeholder Value; High Velocity IT).
• Proven experience designing, executing, and/or owning a Service Management practice, with stated outcomes, not just responsibility for the practice, but evidence of what it achieved.
• Experience operating in a regulated or highly complex enterprise environment.
• Familiarity with major incident management processes and how practice management interacts with them.
• Experience partnering with knowledge management or continual-service-improvement functions.
• Experience applying AI or automation, scripting, prompting, or agentic tools to analyze practice data, build reporting, or streamline ITSM workflows at scale.

Salary Range = 150,000-160,000 USD Annual+ Benefits + Bonus

The referenced salary range is based on the Company’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.

We offer one of the most comprehensive and generous benefits plans available and offer a range of total rewards that may include merit increases, incentive compensation (exempt roles only), paid holidays, paid time off, medical, dental, vision, short and long term disability benefits, 401(k) +match, life insurance, and various wellness programs, among others.

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