Senior IT Service Manager

We are seeking a Senior IT Service Manager to join our Global Information Systems group in Pittsburgh, PA. The successful candidate will serve multiple roles within the ITSM framework, including corporate IT infrastructure policy, standards and procedures, and the IT configuration management database (CMDB).

Requirements

• Act as the ITIL champion
• Owns and governs the enterprise configuration management database
• Analyzes and approves incoming requests for change to CMDB and core foundation data
• Creates and updates or otherwise maintains CMDB records as needed
• Audits the data within the CMDB to ensure accuracy and conformance to processes
• Develops enterprise application to hardware relationship maps via ServiceNOW
• Develops and maintains the IT Infrastructure Service Catalog
• Creates and maintains internal chargeback for Infrastructure organization
• Owns, maintains, and governs the corporate IT change process for Infrastructure
• Facilitates weekly change management meetings for the IT Infrastructure group
• Hosts/Facilitates the IT daily management meeting
• Effectively documents policies, standards and processes pertaining to their areas of responsibility
• Owns ITIL Problem Management process for the IT infrastructure organization
• Take part in ServiceNow upgrade and change related testing exercises
• Serve as a member of our core ServiceNow team to help guide the direction and use of the tool while being the lead for CMDB and change management
• Maintains and conducts end-user training on a periodic basis
• Participates in internal/external audits as needed
• Take part as a project team member on projects relating to areas of responsibility
• Assist the Disaster Recovery coordinator with tasks associated with the Disaster Recovery process