ITSM Team Lead

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee the intake, analysis, prioritization, and tracking of requirements and enhancement requests within ServiceNow.

• Convert business and operational needs into functional requirements, user stories, test scenarios, and implementation strategies.

• Manage enhancements by validating requirements, conducting UAT, resolving defects, facilitating production releases, and communicating with stakeholders.

• Offer functional leadership for ServiceNow ITSM processes, including reporting, dashboards, CMDB-related tasks, and supported scoped applications.

• Supervise troubleshooting, user support, training, and the coordination of issue resolution with technical teams.

• Create operational, queue-management, executive, and performance reports using ServiceNow reporting and Platform Analytics.

• Identify opportunities to enhance workflows, automate manual tasks, improve data quality, and standardize ITSM processes.

• Provide daily guidance, mentoring, workload coordination, and quality oversight for ITSM team members, while updating leadership on priorities, risks, and status.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience.

• At least 5 years of progressive experience in IT service management, ServiceNow, business analysis, reporting, or related enterprise IT operations.

• Proven experience in gathering requirements, managing ServiceNow enhancements, leading UAT, and supporting production releases.

• Solid functional understanding of essential ITSM processes, including Incident, Request, Change, and Configuration Management.

• Experience in developing dashboards, operational metrics, and management reports in ServiceNow or similar platforms.

• Excellent analytical, organizational, communication, and leadership skills with the capability to manage multiple priorities and stakeholders.

• Preferred certifications include ServiceNow, ITIL, and/or PMP.

• Experience in supporting a federal government or large, regulated enterprise environment is preferred.

• Familiarity with ServiceNow Platform Analytics, CMDB, Discovery, scoped applications, or workflow automation is preferred.

• Knowledge of Jira, Confluence, SharePoint, and Agile or hybrid delivery methodologies is preferred.

🏝️ Benefits

• Competitive pay and comprehensive benefits packages.

• Health care coverage.

• Dental insurance.

• Vision insurance.

• Life insurance.

• 401(k) plan.

• Education assistance.

• Paid time off, including PTO, holidays, and any other legally required paid leave.