Eliassen Group
Job Title
We are seeking a dynamic and detail-oriented professional to bridge the gap between development operations and IT Service Management. This role is ideal for someone who thrives in both technical and process-driven environments, ensuring system reliability while driving continuous improvement through automation and service excellence. Rate: $59 - $64 / hr. w2 Responsibilities
Serve as a key stakeholder in ITIL-based processes including Incident, Problem, Change, and Configuration Management. Ensure compliance with SLAs and KPIs for service delivery and operational stability. Maintain and improve CMDB accuracy and service catalog documentation. Act as a liaison between technical teams and service management to ensure alignment and transparency. Drive continuous improvement initiatives across ITSM processes using data and feedback. Collaborate with development and operations teams to implement CI/CD pipelines and automate deployment processes. Monitor infrastructure and application performance using modern observability tools. Develop and maintain scripts/tools for automation of routine tasks and incident response. Participate in incident response and root cause analysis, contributing to post-mortem reviews. Monitor team's efficiency and work with business partners to improve process efficiency, through automation, when possible. Participate with ITSM Governance team in multi-functional design sessions; including collecting/sharing feedback on ITSM processes/procedures and helping to advise/educate partners on ITSM processes/procedures. Provide input and feedback to the ITSM Reporting/Trending team so metrics are significant and measurable. Partner with teams on improvement opportunities based upon ITSM Reporting/Trending teams' findings. Partner with teams to ensure operational readiness (proactive and reactive). Drive additional capabilities that increase stability and resiliency, focusing on automation. Develop internal programs that audit processes, capabilities, and response (Chaos Testing, Scheduled process validation). Publish clear and concise incident notifications that provide updates on impact and mitigation status, when needed. Coordinate Release Management activities with partners. Ensure adequate communication and awareness prior to changes, releases, and major events. Experience Requirements
Bachelor's degree in Computer Science, Information Systems, or related field. 3+ years of experience in DevOps, IT Operations, or ITSM roles. Strong understanding of CI/CD tools (e.g., Jenkins, GitLab, Azure DevOps). Experience with cloud platforms (AWS, Azure, GCP) and infrastructure as code (Terraform, Ansible). Familiarity with ITSM platforms (e.g., ServiceNow). Solid grasp of ITIL framework and service management best practices. Excellent communication and collaboration skills. Education Requirements
Bachelor's degree in Computer Science, Information Systems, or related field.
We are seeking a dynamic and detail-oriented professional to bridge the gap between development operations and IT Service Management. This role is ideal for someone who thrives in both technical and process-driven environments, ensuring system reliability while driving continuous improvement through automation and service excellence. Rate: $59 - $64 / hr. w2 Responsibilities
Serve as a key stakeholder in ITIL-based processes including Incident, Problem, Change, and Configuration Management. Ensure compliance with SLAs and KPIs for service delivery and operational stability. Maintain and improve CMDB accuracy and service catalog documentation. Act as a liaison between technical teams and service management to ensure alignment and transparency. Drive continuous improvement initiatives across ITSM processes using data and feedback. Collaborate with development and operations teams to implement CI/CD pipelines and automate deployment processes. Monitor infrastructure and application performance using modern observability tools. Develop and maintain scripts/tools for automation of routine tasks and incident response. Participate in incident response and root cause analysis, contributing to post-mortem reviews. Monitor team's efficiency and work with business partners to improve process efficiency, through automation, when possible. Participate with ITSM Governance team in multi-functional design sessions; including collecting/sharing feedback on ITSM processes/procedures and helping to advise/educate partners on ITSM processes/procedures. Provide input and feedback to the ITSM Reporting/Trending team so metrics are significant and measurable. Partner with teams on improvement opportunities based upon ITSM Reporting/Trending teams' findings. Partner with teams to ensure operational readiness (proactive and reactive). Drive additional capabilities that increase stability and resiliency, focusing on automation. Develop internal programs that audit processes, capabilities, and response (Chaos Testing, Scheduled process validation). Publish clear and concise incident notifications that provide updates on impact and mitigation status, when needed. Coordinate Release Management activities with partners. Ensure adequate communication and awareness prior to changes, releases, and major events. Experience Requirements
Bachelor's degree in Computer Science, Information Systems, or related field. 3+ years of experience in DevOps, IT Operations, or ITSM roles. Strong understanding of CI/CD tools (e.g., Jenkins, GitLab, Azure DevOps). Experience with cloud platforms (AWS, Azure, GCP) and infrastructure as code (Terraform, Ansible). Familiarity with ITSM platforms (e.g., ServiceNow). Solid grasp of ITIL framework and service management best practices. Excellent communication and collaboration skills. Education Requirements
Bachelor's degree in Computer Science, Information Systems, or related field.