ITSM Manager

Our Customer is a consumer financial services company headquartered in Connecticut. The company offers consumer financing products, including credit, promotional financing and loyalty programs, installment lending to industries, and FDIC-insured consumer savings products through the consumer bank, its wholly owned online bank subsidiary.

We are seeking an ITSM Manager with strong project management skills to join our team and contribute to the successful management of ITSM practices and tools. The successful candidate will play a crucial role in managing our IT Asset Management (ITAM) projects and processes.

Role Overview:
As an ITSM Manager, you will be responsible for managing our cloud based ITSM environment, projects, and processes. Your expertise ITSM and project management will be essential in driving successful implementation and utilization across the organization.

Responsibilities:
• Lead and contribute to the implementation and improvement of IT Service Management processes and practices within the organization.
• Utilize project management methodologies to plan, execute, and oversee ITSM projects, ensuring timely and successful outcomes.
• Apply ITIL (Information Technology Infrastructure Library) and ITSM principles to enhance service delivery, incident management, problem management, change management-based projects.
• Demonstrate expertise in using Atlassian Jira and Confluence to streamline and support ITSM processes and documentation. A must have.
• Utilize Jira Assets or Insight to manage and maintain configuration management databases (CMDBs) and support asset management processes.
• Implement, manage, and continuously improve key performance indicators (KPIs), key risk indicators (KRIs), and other relevant metrics to measure and enhance ITSM performance.
• Create documentation, guidelines, and training materials for end-users and provide training sessions to internal teams to ensure effective adoption of the new system.
• Conduct regular audits and assessments of the CMDB to ensure data accuracy, integrity,

Requirements:
• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent practical experience) and 4+ years of project management experience.
• Minimum of 2-3 years of experience specifically working with Atlassian JIRA, Service Management, and other related products.
• Has direct experience managing and creating processes of maintaining a asset management database.
• Has direct experience in leading the implementation of different use cases involving Change Management, Service Management, Incident Management, etc.
• ITIL Foundation certification is required.
• Expertise in IT Service Management (ITSM) processes, particularly in the IT Asset Management (ITAM) domain.
• Excellent communication and interpersonal skills to collaborate effectively with various stakeholders and present ideas clearly.
• Jira Insights and Jira Assets most important skillset/experience required
• Advanced JQL skills
• Basic SQL to support search in AWS for assets

Hours & Location:

• M-F, 40 hours/week. This role will be 100% remote but prefer candidates based in EST or CST.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.