Position Details

Salary $86K – $138K USD / year

Type Full-Time

Experience mid

Exp. Years Not specified

Education Bachelor’s degree or work experience equivalent preferred.

Category IT Support & Helpdesk

About this role

IT Service Standards Specialist responsible for ITSM tool governance, including ticket management, change management, and CMDB maintenance, with a focus on process improvement and BAU transition.

Key Responsibilities

Oversee ticket, change, and configuration management modules
Lead development with system integrator to enhance ITSM
Transition to BAU support and mentor team
Review/change requests and risk assessments
Create dashboards/reports to visualize ITSM performance

Technical Overview

Hands-on with ITSM platforms (ServiceNow/Jira/SysAid), CMDB and configuration management, ITIL-aligned processes, KPI tracking, and automation to streamline IT operations.

Ideal Candidate

The ideal candidate is a mid-level ITSM specialist with strong ServiceNow/Jira/SysAid experience, ITIL 4 Foundation, and CMDB expertise. They should excel at change/configuration management, dashboard/reporting, and driving ITSM process improvements across global teams.

Must-Have Skills

Proficiency in ITSM tools (ServiceNowJiraSysAid)Extensive knowledge of IT Change Management and Configuration ManagementCMDB managementITIL 4 Foundation certification

Nice-to-Have Skills

ITIL certifications beyond Foundationexperience implementing ITSM processesdashboard/reporting development

Tools & Platforms

ServiceNowJiraSysAid

Required Skills

ITSM toolsITILServiceNowJiraSysAidChange ManagementConfiguration ManagementCMDBITSMdashboardreportsautomationBAU supportsystem integrationvendor managementIT policies

Hard Skills

ITSM toolsServiceNowJiraSysAidCMDBConfiguration ManagementITIL 4 Foundationchange managementconfiguration managementdashboardreportsautomationBAU supportsystem integrationvendor managementIT policies

Soft Skills

communicationmentoringonboardingmultitaskingorganizational skills

Certifications

Required

ITIL 4 Foundation

Industry & Role

Industry SaaS

Job Function Govern ITSM standards and automate IT service management across the organization

Role Subtype IT Service Standards Specialist

Keywords for Your Resume

IT Service Standards SpecialistITSMServiceNowJiraSysAidConfiguration ManagementCMDBITIL 4 Foundationchange managementconfiguration managementdashboardreportsautomationBAU supportsystem integratorvendor managementIT policiesIT operationsticket managementit service standards specialist

Deal Breakers

No ITIL 4 Foundation certification, No experience with ITSM tools (ServiceNow/Jira/SysAid), No CMDB/configuration management experience

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