OpenArc, LLC.
Overview
OpenArc is seeking a qualified Lead Service Management to join our client’s organization and contribute to their ongoing success. Design, build, and configure ServiceNow while running high-volume Incident and Change operations. Drive continual service improvement through data analytics and leverage generative AI to increase efficiency and effectiveness across processes. Guide ITIL process owners, coordinate business-continuity testing, and act as the day-to-day face of IT service quality for 900+ employees. Responsibilities
Design and build ServiceNow catalog items, workflows, and automations to support business needs Configure ServiceNow to enhance platform functionality Maintain CMDB accuracy and integrations with monitoring, automation, communication and asset tools Own the relationship with ServiceNow and other MSP/SI partners—manage contracts, license compliance, renewals, and quarterly business reviews Serve as process owner for Incident, Problem, Change, Configuration, Asset, Risk, Release / Deployment, Knowledge, and Service Catalog Chair weekly Incident and Change review meetings; ensure SLAs, RCAs, and CAB outcomes are met Maintain the Service Catalog and Service Portfolio, ensuring each service has an owner Build real-time dashboards and monthly scorecards; analyze MTTR, change success rate, incident trends Identify automation opportunities (Power Automate, Azure Functions) and lead improvement sprints Utilize generative AI tools to optimize workflows, automate tasks, and enhance operational insights Requirements
Deep ITIL v4 expertise, ServiceNow ITSM & CMDB, workflow and catalog item creation, data visualization (Power BI/Fabric), scripting / automation, strong root-cause and communication skills, strong knowledge of generative AI and its application to service management Preferred: ITIL v4 Managing Professional required; ServiceNow CIS-ITSM or Architect About OpenArc
OpenArc prioritizes career success and strives to build exceptional technical teams for our clients. By understanding your experience and aspirations, we aim to present you with rewarding opportunities. Benefits and Equal Opportunity
As an employee of OpenArc and our clients, you will be eligible to participate in a comprehensive benefits package. OpenArc is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Employment details
Seniority level: Not Applicable Employment type: Full-time Job function: Information Technology
#J-18808-Ljbffr
OpenArc is seeking a qualified Lead Service Management to join our client’s organization and contribute to their ongoing success. Design, build, and configure ServiceNow while running high-volume Incident and Change operations. Drive continual service improvement through data analytics and leverage generative AI to increase efficiency and effectiveness across processes. Guide ITIL process owners, coordinate business-continuity testing, and act as the day-to-day face of IT service quality for 900+ employees. Responsibilities
Design and build ServiceNow catalog items, workflows, and automations to support business needs Configure ServiceNow to enhance platform functionality Maintain CMDB accuracy and integrations with monitoring, automation, communication and asset tools Own the relationship with ServiceNow and other MSP/SI partners—manage contracts, license compliance, renewals, and quarterly business reviews Serve as process owner for Incident, Problem, Change, Configuration, Asset, Risk, Release / Deployment, Knowledge, and Service Catalog Chair weekly Incident and Change review meetings; ensure SLAs, RCAs, and CAB outcomes are met Maintain the Service Catalog and Service Portfolio, ensuring each service has an owner Build real-time dashboards and monthly scorecards; analyze MTTR, change success rate, incident trends Identify automation opportunities (Power Automate, Azure Functions) and lead improvement sprints Utilize generative AI tools to optimize workflows, automate tasks, and enhance operational insights Requirements
Deep ITIL v4 expertise, ServiceNow ITSM & CMDB, workflow and catalog item creation, data visualization (Power BI/Fabric), scripting / automation, strong root-cause and communication skills, strong knowledge of generative AI and its application to service management Preferred: ITIL v4 Managing Professional required; ServiceNow CIS-ITSM or Architect About OpenArc
OpenArc prioritizes career success and strives to build exceptional technical teams for our clients. By understanding your experience and aspirations, we aim to present you with rewarding opportunities. Benefits and Equal Opportunity
As an employee of OpenArc and our clients, you will be eligible to participate in a comprehensive benefits package. OpenArc is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Employment details
Seniority level: Not Applicable Employment type: Full-time Job function: Information Technology
#J-18808-Ljbffr