Senior IT Service Management (ITSM) Specialist

Responsibilities

The Senior IT Service Management (ITSM) Specialist serves as a subject-matter expert (SME) responsible for governing, optimizing, and executing IT processes with a primary focus on Incident Management, Problem Management, Change Management, and overall IT service quality improvements. This role plays a central part in maintaining operational stability, driving continuous improvement, and ensuring effective delivery of IT services across the organization.

This position also provides functional input into the direction and guidance of the ITSM platform, Freshservice, helping to drive innovation, workflow design, automation, reporting, and best practice configuration to ensure the platform supports both current and future IT service processes, especially around incident, problem, and change management.-practice

This role will also collaborate closely with the IT Help Desk Manager & IT Organizational Change Manager to ensure consistent, timely, and effective communication and awareness of critical system outages and system change activities. The position requires broad knowledge of ITIL best practices and process improvement methodologies.

Key Responsibilities:

ITSM Process Ownership & Execution

• Serve as the primary subject-matter expert for Problem Management, including root cause analysis (RCA), long term corrective actions, and trend reporting.-term corrective actions, and trend reporting.
• Govern the Change Management process across the Information Systems department, ensuring proper risk/impact assessment, scheduling coordination, and adherence to CAB guidelines.
• Identify recurring incidents and proactively drive improvements to reduce service disruptions.
• Develop, maintain, and refine process documentation, workflows, and standard operating procedures around incident, problem, and change management.
• Partner with other Information Systems teams to ensure smooth escalation paths and effective problem identification.

Freshservice Platform

• Serve as the subject matter expert for the Freshservice incident, problem, & change management modules, working closely with the Freshservice system owner.
• Design and optimize workflows, automations, SLAs, and approval chains.
• Help build and maintain service request forms, knowledge base articles, and ticket workflows.
• Ensure alignment of Freshservice configuration with industry best practices and organizational needs.
• Collaborate with Freshservice support for troubleshooting, platform updates, and enhancements.
• Help drive Freshservice reporting and analytics, enabling visibility into KPIs, SLA compliance, trends, and operational performance.
• Manage change lifecycle within Freshservice, including CAB approvals, risk assessments, and rollout/backout plans.

Service Quality & Continuous Improvement

• Analyze operational metrics to identify trends, chronic issues, and opportunities for process improvement.
• Lead and facilitate RCA sessions, problem review meetings, and post-implementation reviews (PIRs).
• Recommend and implement process improvements that enhance service reliability and reduce manual effort.
• Promote and reinforce ITSM standards across the IT organization.
• Provide training, guidance, and support for IT teams on incident, problem, and change processes and Freshservice usage.

Change Management & Communications

• Work closely with Infrastructure, Application Delivery, Business Engagement, Cybersecurity, and Support teams to ensure smooth execution of IT system changes and problem resolutions.
• Liaise with business stakeholders to improve service experience and transparency.
• Oversee and lead CAB (Change Advisory Board) meetings as required.
• Partner with the IT Organizational Change Manager to design and execute communication strategies for major outages and high-impact changes.
• Facilitate stakeholder engagement and training sessions to promote adoption of new processes and tools.

Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or related field strongly preferred and 6 years relevant experience

OR

• 8 years relevant experience
• 7+ years of experience in IT Service Management (ITSM) with a focus on incident, problem, and change management strongly preferred
• Strong knowledge of ITIL framework and ITSM best practices; ITIL certification is desirable.
• Experience with ServiceNow, Freshservice or similar ITSM platforms.
• Proven track record in technology process improvement (Lean Six Sigma certification preferred).
• Excellent teamwork, communication, stakeholder management, and analytical skills.

Preferred Skills:

• Familiarity with organizational change management principles.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Proficiency in data analysis and reporting tools for process performance metrics.

Experience Level Adjustmnt

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

Benefits

Altec offers a competitive salary that rewards performance and dedication, along with a comprehensive benefits package that includes:

• Medical, Dental, Vision and Prescription Drug Program
• Retirement 401(k) Traditional or Roth Program Options with Company Match
• Vacation and Holidays
• Parental Leave
• Short Term and Long Term Disability Leave
• Flexible Spending Accounts
• Tuition Assistance Program
• Employee Assistance and Mental Health/Substance Abuse Program
• Life Insurance, Accidental Death and Dismemberment Insurance
• Supplemental Insurance including Hospital Indemnity, Critical Illness and Accident Insurance
• Additional Wellness Programs and Rewards Available

EEO Statement

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.