IT Service Manager

Genesis10 is currently seeking a Senior IT Service Manager for a direct hire opportunity with a Global Manufacturing Company located in Pittsburgh, PA.

Pay Rate: $140,000 - $165,000 a year + bonus

This role serves multiple functions within the ITSM framework, focusing on corporate IT infrastructure policy, standards, and procedures related to IT Change Management. The successful candidate will also own and maintain the IT configuration management database (CMDB), requiring expertise in ServiceNow design and data dependencies. This position is key to mapping software applications to hardware and advancing the organization of CMDB data.

Responsibilities:

• Act as the ITIL champion both within corporate IT and business units
• Own and govern the enterprise configuration management database
• Analyze and approve incoming requests for change to CMDB and core foundation data
• Create and update or otherwise maintain CMDB records as needed
• Audit the data within the CMDB to ensure accuracy and conformance to processes
• Develop enterprise application to hardware relationship maps via ServiceNow
• Move the company forward as it pertains to the design and organization of CMDB data by utilizing the common service data model, discovery and service mapping
• Develop and maintain the IT Infrastructure Service Catalog
• Create and maintain internal chargeback for the Infrastructure organization
• Own, maintain, and govern the corporate IT change process for Infrastructure
• Facilitate weekly change management meetings for the IT Infrastructure group
• Host/Facilitate the IT daily management meeting
• Effectively document policies, standards and processes pertaining to areas of responsibility
• Own ITIL Problem Management process for the IT infrastructure organization
• Take part in ServiceNow upgrade and change related testing exercises
• Serve as a member of the core ServiceNow team to help guide the direction and use of the tool while being the lead for CMDB and change management
• Maintain working knowledge of the ServiceNow Change Management Module
• Maintain and conduct end-user training on a periodic basis
• Participate 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

Requirements:

• High school diploma
• Minimum 5 years in ServiceNow and ServiceNow CMDB or a similar system
• Minimum 7 years of IT infrastructure experience
• Experienced in using Microsoft Office and O365 tools including Excel, Teams and SharePoint
• Experience with ServiceNow CMDB in the following areas: Common Service Data Model (CSDM), IT Asset Management (ITAM), Discovery, Service Mapping, Patterns, Data Manager
• Experience with ITSM processes, including but not limited to IT Asset Management, IT Change Management and IT Problem Management
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of Hire. Visa sponsorship is not available for this position

Desired skills:

• Bachelor's degree in Information Sciences, Information Technology or Computer Science from an accredited institution
• 10 years of IT infrastructure experience
• ITIL Certification
• ServiceNow Certification
• Knowledge of ServiceNow foundation data/tables
• AWS or Microsoft Azure Cloud experience
• Excellent verbal and written communication skills
• Team Leadership and/or Project Management Experience
• Self-motivated, problem solving oriented with keen attention to detail and excellent judgment skills

If you have the described qualifications and are interested in this exciting opportunity, please apply!

About Genesis10:
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.

Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website www.genesis10.com.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.