IT Service Management Specialist

About the role

The IT Service Management Specialist supports day-to-day ITSM operations with a strong focus on Change Enablement (CAB coordination), Knowledge Management, and core IT service processes. This role ensures consistent execution of ITIL-based practices, operational accuracy, and high-quality service delivery across the IT organization.

Responsibilities

• Support ITIL-based IT Service Management activities, including Incident, Request, Change, Problem, and Knowledge Management.
• Coordination and scheduling of Change Advisory Board (CAB) meetings, including agenda preparation, note taking, and change calendar updates.
• Review and validate change requests for accuracy, completeness, and policy compliance.
• Contribute to Knowledge Management activities by drafting, reviewing, publishing, and maintaining knowledge articles.
• Oversee Major Incident Management practices and monitor quality of the Major Incident Coordinator team.
• Perform regular knowledge base quality checks for accuracy, relevance, and compliance with established standards.
• Develop and maintain strong relationships with ITSM operational stakeholders.
• Monitor daily ITSM operational queues and help ensure timely response and resolution.
• Generate and maintain ITSM operational reports and metrics.
• Collaborate with development teams to ensure process adherence and identify opportunities for process improvement.
• Provide basic facilitation support during operational meetings and incident coordination calls as needed.

Requirements

• Bachelor's Degree and 1 year of experience, Master's degree and 0 years of experience, or equivalent combination of education and experience.
• Understanding of ITIL principles (ITIL Foundation preferred).
• Power user, administrative or developer experience with ServiceNow or similar ITSM platforms.
• Strong organizational and documentation skills.
• Familiarity with Microsoft 365 platform.
• Ability to manage multiple operational tasks in a fast-paced environment.
• Foundational understanding of IT infrastructure and support operations.
• Strong written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Customer-service orientation and attention to detail.
• Comfortable with AI solutions, eg ML, Generative AI, Agentic AI.
• ServiceNow Enterprise ITSM experience required.

Skills & Abilities

• Delivering the promise of science for global good.
• Understanding of ITIL principles (ITIL Foundation preferred).
• Power user, administrative or developer experience with ServiceNow or similar ITSM platforms.
• Strong organizational and documentation skills.
• Familiarity with Microsoft 365 platform.
• Ability to manage multiple operational tasks in a fast-paced environment.
• Foundational understanding of IT infrastructure and support operations.
• Strong written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Customer-service orientation and attention to detail.
• Comfortable with AI solutions, eg ML, Generative AI, Agentic AI.
• ServiceNow Enterprise ITSM experience required.

Pay

The anticipated pay range for this role is $71,000 - $88,000 per year.