ITSM Specialist

About the role

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company’s comprehensive suite of originations, servicing, and analytics solutions—together with technology-enabled processing services—creates a flexible, configurable, and scalable platform that addresses lenders’ and borrowers’ ever-evolving needs.

The ITSM Specialist plays a critical role in supporting and coordinating the software development lifecycle through core IT service management functions—namely change, release, incident, and problem management. This role ensures seamless production deployments by guiding releases through build, test, and deployment phases, while proactively identifying and mitigating release risks. In collaboration with internal teams and clients, the ITSM Specialist helps maintain a stable production environment. The role also supports IT Operations Management (ITOM) initiatives by enhancing monitoring capabilities, implementing automation, and streamlining operational workflows.

Responsibilities

• Review change records to ensure compliance with change management policies
• Support release planning and coordinate Go-Live activities
• Communicate release status and issues to stakeholders
• Oversee the deployment of software releases to production
• Support release calls and post status updates during deployment windows
• Facilitate release scorecards aimed at driving continuous improvement
• Maintain release metrics and audit documentation
• Monitor, triage, and resolve incidents, ensuring minimal impact on business operations and compliance with client service-level agreements (SLAs)
• Oversee batch job execution, ensuring timely and accurate processing
• Troubleshoot and resolve failed batch jobs in collaboration with internal teams
• Deliver timely and accurate updates to clients and executive stakeholders during incidents or high-impact events
• Support root cause analysis (RCA) and implement corrective actions to prevent recurrence
• Maintain detailed incident documentation, reporting, and escalation procedures
• Participate in an on-call rotation to provide after-hours support for critical systems
• Strong problem-solving skills and ability to troubleshoot and support software and hardware

Requirements

• Strong knowledge of ITSM frameworks such as ITIL
• Strong communication, problem-solving, and organizational skills
• Familiarity with SDLC, Agile, and DevOps methodologies
• Familiarity with enterprise release frameworks and change control
• Experience with release automation tools and cross-functional coordination
• Ability to analyze logs and troubleshoot technical issues under pressure
• Ability to manage competing priorities in a fast-paced environment while maintaining a high level of service quality
• Familiarity with Active Directory and Microsoft Administration
• Willingness to participate in an on-call rotation for after-hours support

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)
• Experience in process automation and system monitoring tools (preferred)
• Familiarity with ServiceNow (preferred)
• Familiarity with cloud-based IT operations and monitoring solutions (e.g., Elastic, Datadog, Power BI) (preferred)