[Hiring] ITSM Team Lead @ASRC Federal

Role Description

The ITSM Team Lead, ServiceNow leads day-to-day functional support and continuous improvement of ServiceNow capabilities supporting enterprise IT operations. The role coordinates stakeholder requirements, enhancements, testing, reporting, user support, and process improvement while providing direction to the ITSM team and serving as a liaison between stakeholders, technical teams, and leadership.

Key Responsibilities

• Lead intake, analysis, prioritization, and tracking of ServiceNow requirements and enhancement requests.
• Translate business and operational needs into functional requirements, user stories, test scenarios, and implementation actions.
• Coordinate enhancements through requirements validation, UAT, defect resolution, production release, and stakeholder communication.
• Provide functional leadership for ServiceNow ITSM processes, reporting, dashboards, CMDB-related activities, and supported scoped applications.
• Oversee troubleshooting, user support, training, and coordination of issue resolution with technical teams.
• Develop operational, queue-management, executive, and performance reporting using ServiceNow reporting and Platform Analytics.
• Identify opportunities to improve workflows, automate manual activities, strengthen data quality, and standardize ITSM processes.
• Provide day-to-day direction, mentoring, workload coordination, and quality oversight for ITSM team members while communicating priorities, risks, and status to leadership.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5+ years of progressive experience in IT service management, ServiceNow, business analysis, reporting, or related enterprise IT operations.
• Experience gathering requirements, coordinating ServiceNow enhancements, leading UAT, and supporting production releases.
• Strong functional knowledge of core ITSM processes, including Incident, Request, Change, and Configuration Management.
• Experience developing dashboards, operational metrics, and management reporting in ServiceNow or comparable platforms.
• Strong analytical, organizational, communication, and leadership skills with the ability to manage multiple priorities and stakeholders.

Preferred Qualifications

• ServiceNow, ITIL, and/or PMP certification.
• Experience supporting a federal government or other large, regulated enterprise environment.
• Experience with ServiceNow Platform Analytics, CMDB, Discovery, scoped applications, or workflow automation.
• Familiarity with Jira, Confluence, SharePoint, and Agile or hybrid delivery methodologies.

Benefits

• Competitive pay and benefits packages.
• Health care, dental, vision, life insurance.
• 401(k) plan.
• Education assistance.
• Paid time off including PTO, holidays, and any other paid leave required by law.