Remote ITSM Service Transition Lead

FALL CREEK FARM & NURSERY; Austin (TX); Hybrid; USD 102,000 - 106,000; Full time

Job summary

FALL CREEK FARM & NURSERY in Austin seeks an ITSM Service Transition Manager to drive ITIL-aligned service delivery improvements. This role collaborates with IT teams and business units to translate requirements into strategic ITSM designs, ensuring efficient incident, problem, change, and service request management across the agency.

The position requires 3-5 years hands-on ITIL-based experience, familiarity with ServiceNow/BMC Helix/Cherwell, and strong stakeholder communication skills.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Hands-on experience with ITSM platforms (ServiceNow, BMC Helix, or Cherwell).
• 3-5 years hands-on experience in developing ITIL best practices and service management frameworks.

Responsibilities

• Lead ITSM initiatives, translating business needs into ITIL-aligned improvements and service designs across IT delivery teams.
• Engage with IT and business stakeholders to evaluate processes and drive continual service improvement.
• Design, develop, and implement ITSM process enhancements, ensuring alignment with ITIL, policies, and enterprise objectives.
• Provide guidance on Incident, Problem, Change, and Service Request Management to ensure reliable service delivery.

Skills

ITSM

ITIL

Stakeholder management

Requirements gathering

Process improvement

Cross-functional collaboration

Education

Bachelor's degree (Info Tech / Business / related)

Tools

ServiceNow

BMC Helix

Cherwell

Job description

FALL CREEK FARM & NURSERY in Austin seeks an ITSM Service Transition Manager to drive ITIL-aligned service delivery improvements. This role collaborates with IT teams and business units to translate requirements into strategic ITSM designs, ensuring efficient incident, problem, change, and service request management across the agency.

The position requires 3-5 years hands-on ITIL-based experience, familiarity with ServiceNow/BMC Helix/Cherwell, and strong stakeholder communication skills.