Advisor - IT Service Management

Position Overview

Essential Job Duties/Responsibilities

• Own one or more ITSM processes (e.g., incident, change, availability, problem, knowledge).
• Lead portions of Major Incident Management, including facilitation and communications.
• Provide executive-ready service, health reporting and risk insights.
• Drive continuous improvement initiatives across service operations.
• Ensure SLA, OLS, and KPI compliance across internal teams and vendors.
• Partner with Audit, Security, and Risk teams to ensure defensible operations.
• Mentor ITSM analysts and support skill development.

Qualifications

• Bachelor's degree/equivalent in information technology, business, or related fields.
• Five (5) years' experience in IT operations, service desk, analytics, or process support.
• Strong facilitation and executive communication skills.
• ITIL certification preferred.

Job Conditions

• Some travel required.