Opportunity Details
The ITSM Subject Matter Expert (SME) role in Pittsburgh, PA is crucial in the Aerospace and Defense manufacturing industry. This position requires an individual who can drive the adoption and enhancement of IT Service Management (ITSM) processes across various business units. Working under the Director of ITSM and Service Desk, the ITSM Analyst will formalize and refine processes related to incident, problem, change, and asset management to ensure seamless operation of digital, IT, and OT functions. This role is at the forefront of the client's digital transformation journey, contributing to a world-class user experience, operational efficiency, and business strategies.
Key responsibilities include spearheading the adoption and optimization of ITSM processes, developing policies and procedures, utilizing data analysis for service improvement, leading change management activities, and engaging stakeholders for collaboration. The ideal candidate should have strong communication skills, proficiency in ITSM software and data analysis tools, and a basic understanding of standard IT responsibilities. A bachelor's or associate degree in information technology, at least 3 years of ITSM leadership experience, and experience with ServiceNow are required qualifications for this role. Additional preferred qualifications include project management experience, industry-specific experience, and relevant certifications.