IT Service Management Lead
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Job Description
IT Service Management Operations Lead optimizing back-office IT operations for a nonprofit cybersecurity organization. Collaborating on process management and automation in an inclusive work environment.
Responsibilities:
- Lead day-to-day ITSM operations, ensuring timely and effective management of incidents, service requests, and problems.
- Administer, configure, and support Jira Software, Jira Service Management, and Confluence, including workflows, fields, permissions, schemes, automation rules, and integrations.
- Ensure governance, standardization, and best practices across all Atlassian configurations.
- Identify and drive service improvement opportunities to enhance operational efficiency and customer experience.
- Monitor queue performance, SLA adherence, and service quality metrics.
- Serve as Chair of the Change Advisory Board (CAB), leading change reviews, evaluating RFCs, and maintaining readiness and documentation for all changes.
- Enforce standardized change management policies aligned with ITIL best practices.
- Monitor change success rates, risk levels, and post-implementation outcomes.
- Collaborate with stakeholders to ensure accurate risk assessments, communication, scheduling, and approvals.
- Administer Aquera integrations to support automated onboarding, offboarding, and identity lifecycle management.
- Manage configuration, troubleshooting, and continuous improvement of Aquera workflows and connectors.
- Partner with HR, Security, and IT teams to validate data mappings, maintain integration health, and ensure data accuracy across systems.
- Design, build, and deploy automation solutions using Jira Automation, JSM workflow engines, Confluence templates/macros, and related tools.
- Implement automated workflows for ticket management, approvals, provisioning, escalations, and reporting.
- Collaborate with internal partners to identify bottlenecks and develop automation roadmaps.
- Document automation solutions and ensure configurations remain scalable and sustainable.
- Lead maturity initiatives across incident, problem, change, request, knowledge, and asset management processes.
- Develop and maintain ITSM policies, playbooks, and standard operating procedures (SOPs).
- Analyze process performance, identify optimization opportunities, and implement improvements.
- Maintain CMDB and asset lifecycle processes where applicable.
- Partner with Infrastructure, Security, HRIS, Application Support, and other teams to align ITSM operations with organizational objectives.
- Serve as an escalation point for complex incidents and service management challenges.
- Coordinate with vendors and service providers regarding tools, integrations, enhancements, and support contracts.
- Develop and maintain ITSM dashboards and reports to monitor SLAs, KPIs, service trends, and operational health.
- Present data-driven insights and improvement recommendations to senior leadership.
- Support audit, compliance, and governance reporting related to ITSM and HR integrations.
- Perform additional duties as assigned.
Requirements:
- Proven ability to collaborate across all levels of the organization, including business units and technical teams.
- Skilled in analyzing data, identifying trends, and driving process improvements.
- Technical aptitude for designing complex workflow logic and administrative configurations.
- Strong written and verbal communication skills.
- Strong documentation skills.
- Effective analytical, problem-solving, and decision-making abilities.
- Ability to deliver clear, data-driven presentations.
- Demonstrated success managing incident, problem, change, and request management processes.
- Strong understanding of ITIL; ITIL Foundation or Practitioner certification, preferred.
- Degree in Information Technology, Computer Science, or related field.
- Will consider candidates with a GCSE, High School diploma, GED or regional equivalent and at least 10 years of IT Service Management experience.
- 7+ years of IT Service Management experience with hands-on administration of Jira Service Management or similar platforms (e.g. ServiceNow, FreshWorks, Zendesk.)
- Advanced expertise with Atlassian tools, including configuration, workflow design, automation, permission management, and integration support.
- Proven experience designing and deploying automation within ITSM platforms.
- Direct experience with HR or identity lifecycle integrations; Aquera experience, preferred.
- Experience leading or facilitating a Change Advisory Board (CAB), strongly preferred.
- Atlassian certifications (ACP series), a plus.
Benefits:
- Health insurance
- Professional development opportunities
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