IT Service Manager

Aac - Bethesda, MD

Full-time

Remote - Bethesda, MD

51-100 employees

Professional, Scientific, and Technical Services

About the position

The IT Service Manager oversees the change, release, and configuration management activities within the organization, ensuring adherence to the ITIL framework. This remote position requires the candidate to reside within the DMV area and involves managing processes related to the Change Advisory Board (CAB), conducting meetings, and maintaining the Configuration Management System (CMS) using ServiceNow.

Responsibilities

• Manage the Change and Release process in accordance with the ITIL Framework.
• Evaluate existing processes and procedures surrounding the Change Advisory Board (CAB) and implement necessary changes.
• Evaluate continuous process improvement and follow up on approved or denied change requests.
• Ensure adherence to ITIL-based Change Management principles.
• Run weekly CAB and Technical Review Board (TRB) meetings.
• Conduct monthly Steering Committee meetings, including agenda preparation, minute-taking, and meeting facilitation.
• Design and maintain electronic request for change forms and workflows utilizing ServiceNow.
• Maintain the Change Schedule.
• Assist users with the Change Management Process.
• Utilize the Configuration Management System (CMS) in ServiceNow.
• Define and maintain the underlying structure of the CMS.
• Provide Configuration Control to ensure no unauthorized changes are made to configuration items.
• Perform Configuration Verification and Audit to ensure CMS accuracy.

Requirements

• Minimum of five years of experience in IT operations change, release, and configuration management.
• Thorough knowledge of ServiceNow ITSM applications.
• Ability to interact with all levels of the organization and management.
• Demonstrated effective oral and written communication skills.
• Experience supporting a mid-sized Federal agency enterprise is a plus.
• National Defense Industrial Association (NDIA) Configuration and Data Management (CDM) certification or equivalent, ITIL certification, or relevant experience.
• Experience supporting a clinical environment is desired.
• Ability to obtain agency suitability clearance.

Nice-to-haves

• Experience supporting a mid-sized Federal agency enterprise.
• Experience supporting a clinical environment.