IT Service Management Specialist

About the role

The IT Service Management Specialist provides program leadership and operational support for the Freshservice ITSM platform and the Device42 discovery and dependency mapping platform. This role implements and maintains the firm's Service Management policies and processes, ensuring consistent application across the organization. The Specialist partners closely with stakeholders to advance service management practices, support service transition activities, change enablement, asset lifecycle management and contribute to governance efforts that promote compliance with ITSM policies, procedures, and standards. The role also maintains responsibility for the asset discovery system and provides administrative and operational support for onboarding and offboarding workflows within the ITSM platform, including IAM system integrations.

Responsibilities

• Administer, configure, and maintain the Freshservice ITSM platform, including: Incident, Service Request, Problem, Change, Self-Service, and Asset modules
• Workflow automation, business rules, approvals, and notifications
• Design and optimize service catalog items, request forms, and fulfillment workflows
• Support integrations with identity, monitoring, infrastructure, endpoint management, security, and other enterprise platforms
• Conduct regular platform health checks, upgrades, and configuration audits
• Serve as a primary escalation point and subject matter expert for platform issues and enhancements
• Support IAM requests, including static access changes and onboarding/offboarding issue resolution
• Administer and support the Device42 platform, including discovery, inventory, and dependency mapping
• Configure and maintain auto-discovery jobs for servers, network devices, applications, end-user devices, and cloud resources
• Validate discovery accuracy and remediate gaps or inconsistencies
• Partner with Network & Systems Operations, Security, Systems Integration & Architecture, and IT Support Operations to improve visibility and coverage
• Ensure Device42 data aligns with and feeds the CMDB accurately
• Own the CMDB lifecycle, data model, and governance standards
• Define and maintain CI classes, attributes, relationships, and naming conventions
• Ensure CMDB accuracy, completeness, and timeliness through validation rules, audits, and reporting
• Align CMDB structure with ITIL practices and operational requirements
• Support change management, impact analysis, security, and compliance use cases through effective CMDB data management
• Establish data ownership, stewardship, and accountability across IT teams
• Develop dashboards and reports focused on: CMDB health and data quality, ITSM operational performance
• Identify opportunities to automate, simplify, and enhance ITSM and asset workflows
• Document configurations, standards, and operational procedures
• Contribute to process maturity initiatives and tooling roadmap discussions
• Monitor IAM request trends and onboarding/offboarding issues to improve process reliability

Qualifications

• Minimum three (3) years of experience administering ITSM platforms (Freshworks Freshservice, ServiceNow, Ivanti Neurons, or similar) required
• Minimum high school diploma or equivalent required
• Hands-on experience with Device42 or a similar CMDB/discovery platform strongly preferred
• Strong understanding of ITIL principles, especially incident, change, asset, and configuration management
• Experience designing and maintaining CMDB data models and CI relationships
• Strong analytical, troubleshooting, and documentation skills
• Experience supporting IAM processes, including access changes and onboarding/offboarding troubleshooting
• Ability to translate technical data into operational insights

Pay

• Milwaukee - $77,500 to $108,500
• Chicago, Dallas - $85,300 to $119,400

Benefits

• Paid Time Off
• Paid Holidays
• Medical, Dental and Vision insurance
• 401(k) Retirement
• Disability and Life insurance
• Adoption Assistance
• Backup Care for Dependents