ITSM Specialist - Operations Analyst

The Role

The Service Management Office (SMO) sets the standards for how IT service management operates across ETS. It provides the governance, consistency, and measurement behind practices including Request, Problem, Incident, and Knowledge Management.

As an ITSM Specialist in the SMO, you will help define and maintain these standards across the portfolio. You will partner with teams to establish what good looks like, track performance against key measures, identify gaps, and lead improvement work.

You will be a trusted partner to delivery teams when a process is not working as it should, and to leadership when they need a clear view of how the portfolio is performing.

Mission

To make service delivery measurably better by strengthening how ITSM practices run, their standards, their metrics, and their continual improvement, while the teams who execute those practices stay focused on doing the work.

We’ll trust you to:

• Support the design of ITSM practices across the portfolio: their standards, intake criteria, escalation paths, and definitions of good, keeping them current as the organization changes.

• Establish, report on, and analyze practice health metrics (KPIs/SLAs) across multiple practices on a fixed cadence, using the data to identify gaps and drive continual improvement.

• Build and maintain documentation, runbooks, and knowledge base content across practices, and identify gaps before they become issues.

• Partner with platform and tooling owners so practice standards are enforced by the ITSM platform, not just written down.

• Build audit, risk, and control-evidence responsibility into practices from the start.

• Represent ITSM practices in the SMO’s governance cadence and communicate practice health to stakeholders and leadership.

You’ll need to have:

• Bachelor’s degree in a related field, or equivalent industry experience.

• 5+ years of experience supporting a large enterprise environment.

• 5+ years of experience on an End User Services team.

• Strong working knowledge of ITIL framework, ITSM principles, and how they apply in a global enterprise environment.

• ITIL v4 Foundations certification.

• Experience with ServiceNow or another enterprise ITSM platform.

• Experience executing and/or owning a Service Management practice.

• Experience building and reporting on practice-health metrics (KPIs/SLAs) to leadership.

• Clear, effective communication skills with peers, non-technical colleagues, and senior stakeholders.

• Strong sense of ownership, transparency, accountability, and commitment to doing what’s right for the practices and the business.

• Working familiarity with AI-assisted tools for everyday tasks such as drafting, analysis, and documentation.

We’d love to see:

• Any additional ITIL v4 Specialist-level certification beyond Foundation (e.g., Create, Deliver & Support; Drive Stakeholder Value; High Velocity IT).

• Proven experience designing, executing, and/or owning a Service Management practice, with stated outcomes, not just responsibility for the practice, but evidence of what it achieved.

• Experience operating in a regulated or highly complex enterprise environment.

• Familiarity with major incident management processes and how practice management interacts with them.

• Experience partnering with knowledge management or continual-service-improvement functions.

• Experience applying AI or automation, scripting, prompting, or agentic tools to analyze practice data, build reporting, or streamline ITSM workflows at scale.