Senior ITSM & Change Management Leader

Jefferson; United States; On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Retirement plans

Tuition assistance

Job summary

Thomas Jefferson University seeks a seasoned ITSM Professional to lead the design, implementation, and continuous improvement of ITSM processes across the organization. You will plan and execute process improvement, service management, and change management projects in alignment with ITIL standards and organizational goals.

Working with senior team members and leadership, you will drive governance, operational excellence, and cross-functional collaboration to optimize incident, change, request,

Qualifications

• High School Diploma/GED plus 5 years related work experience.
• Expertise in ITIL and ITSM frameworks.
• Ability to effectively deal with multiple and changing priorities.
• Strong organizational and analytical skills.
• Good communication and teamwork abilities.
• Bachelor’s Degree and ITIL Foundations and ServiceNow CSA certifications preferred.

Responsibilities

• Owns ITSM processes such as incident, change, request, problem, and knowledge management, ensuring accurate documentation and compliance with ITIL standards and organizational goals.
• Drives initiatives to enhance and standardize workflows, foster continuous improvement, implement automation, and improve service quality.
• Analyzes process performance metrics, KPIs, and SLAs to identify opportunities for automation and efficiency.
• Serves as a liaison to and leads process review sessions with IS&T teams and stakeholders to identify and resolve process-related issues.
• Leads ITSM process updates and trains colleagues on standard procedures.

Skills

ITIL/ITSM frameworks

Multitasking/priorities

Analytical skills

Communication & teamwork

High School Diploma

5 years experience

Education

Bachelor's Degree

ITIL Foundations certification

ServiceNow CSA Certification

Job description

Thomas Jefferson University seeks a seasoned ITSM Professional to lead the design, implementation, and continuous improvement of ITSM processes across the organization. You will plan and execute process improvement, service management, and change management projects in alignment with ITIL standards and organizational goals.

Working with senior team members and leadership, you will drive governance, operational excellence, and cross-functional collaboration to optimize incident, change, request,