ServiceNow

Ethereum Technologies; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Job summary

Ethereum Technologies in Chicago is seeking a Service Management Lead to develop and enhance Incident, Problem, Change, and Request Management within ITIL framework.

You will drive SLA adherence, backlog reduction, and service quality improvements, and enable automated ingestion and remediation workflows. The role requires collaboration with governance bodies and enterprise system integrations using REST/SOAP, with dashboards for SLA and MTTR metrics.

Qualifications

• ITIL-based service management experience is required.
• Experience aligning with governance and CAB processes.
• Strong understanding of SLA, incident, and change workflows.
• Experience with enterprise system integrations is a plus.

Responsibilities

• Develop and enhance Incident, Problem, Change, and Request Management.
• Ensure alignment with ITIL practices and client governance standards.
• Drive SLA adherence, backlog reduction, and service quality improvements.
• Enable ingestion, prioritization, and remediation workflows.
• Integrate with scanners (e.g., Rapid7, Fortify) for automated processing.
• Support security reporting and audit readiness.
• Deliver scalable enhancements aligned to business and compliance needs.
• Develop REST/SOAP integrations with enterprise systems.
• Build Performance Analytics dashboards (SLA, MTTR, vulnerability metrics).
• Create and maintain ATF scripts for release validation.
• Handle BAU enhancements, defect fixes, and continuous improvement.
• Participate in CAB, governance, and stakeholder interactions.

Skills

Incident Management

Problem Management

Change Management

Request Fulfillment

ITIL v4

SLA Management

Tools

REST APIs

SOAP APIs

Scanner Integrations

ATF scripting

Job description

US Citizen, Green Card, H-1B, OPT-EAD, CPT, Other

Work Authorization: US Citizen, Green Card, OPT-EAD, CPT, H-1B, H4-EAD, Other

Job Description

Key Responsibilities

• Develop and enhance Incident, Problem, Change, and Request Management.
• Ensure alignment with ITIL practices and the client governance standards.
• Drive SLA adherence, backlog reduction, and service quality improvements.
• Enable ingestion, prioritization, and remediation workflows.
• Integrate with scanners (e.g., Rapid7, Fortify) for automated processing.
• Support security reporting and audit readiness.
• Deliver scalable enhancements aligned to business and compliance needs.
• Develop REST/SOAP integrations with enterprise systems.
• Build Performance Analytics dashboards (SLA, MTTR, vulnerability metrics).
• Create and maintain ATF scripts for release validation.
• Handle BAU enhancements, defect fixes, and continuous improvement.
• Participate in CAB, governance, and stakeholder interactions.

We are an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, national origin, citizenship/ immigration status, veteran status, or any other status protected under federal, state, or local law.