Bachelor's degree in Computer Science, Technology, Business, or related field required (4+ years)
5+ years of experience in IT Service Management and/or IT Operations Management
Practical experience with ServiceNow and key ITSM disciplines (CMDB, CSDM, ITAM)
Strong background in Agile/Scrum methodologies and product management (5+ years)
Preferred: ServiceNow certifications, CSDM Foundations, ITIL certification, and experience with ServiceNow SAM Pro and HAM Pro.
Responsibilities
Lead ITSM and ITOM strategies to ensure continuous improvement
Manage and enhance the CMDB and CSDM data model's operational health
Oversee IT asset management practices to ensure compliance and visibility
Govern Change Management processes, including risk assessments and stakeholder engagement
Drive effective Incident and Problem Management practices for service restoration
Collaborate with stakeholders to convert operational demands into scalable processes
Establish metrics and reporting systems to measure service management effectiveness
Benefits
Annual performance bonus
Flexible work-from-home options (up to 3 days/week)
Paid parental leave
Employee discount programs
Generous paid time off, including personal and sick days
11 paid holidays
Education reimbursement for professional development
Full Job Description
Essential Responsibilities
Provide expert leadership across ITSM and ITOM processes, driving strategy, governance, and continuous improvement for CSDM, CMDB, ITAM, Change Management, Incident Management, and Problem Management.
Own the design, maturity, and operational health of the CMDB and CSDM data model, ensuring configuration data is accurate, governed, and aligned to business services and technology assets.
Lead ITAM practices across hardware and software asset lifecycles, establishing controls for asset visibility, compliance, utilization, and audit readiness.
Oversee Change Management governance, including policy adherence, risk assessment, change review processes, stakeholder engagement, and measurement of change quality and effectiveness.
Drive Incident and Problem Management practices to improve service restoration, root cause analysis, trend identification, and prevention of recurring issues through durable corrective actions.
Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational requirements into scalable processes, standards, and platform capabilities.
Establish and monitor key service management metrics, controls, and reporting to measure process effectiveness, support leadership decision-making, and identify opportunities for automation and maturity advancement.
Ensure regulatory and compliance readiness by maintaining documented procedures, evidencing control execution, supporting audits, and embedding governance requirements into day-to-day service management operations.
Education & Years of Experience
Minimum - 4 Years Bachelors Degree in Computer Sciences, Technology, Business or related
Minimum - 5 Years of Agile/Scrum Methodologies, Product Management or related
Minimum - 5 years of experience in IT Service Management and/or IT Operations Management, with hands-on expertise in ServiceNow and disciplines such as CMDB, CSDM, ITAM, Change Management, Incident Management, and Problem Management.
Preferred qualifications include experience with ServiceNow SAM Pro and HAM Pro, participation in or leadership of a Change Advisory Board or similar change governance committee, and certifications such as ServiceNow certifications, CSDM Foundations, and ITIL.
Compensation & Benefits:
Typical hiring range: $92,600.00 to $144,100.00 Annually. Actual compensation will be determined using factors such as experience, skills & knowledge.
Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including:
Annual performance bonus
Work from home up to 3 days a week
Paid parental leave
Employee discount programs
Time off including paid personal and sick days
11 paid holidays
Education reimbursement
*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.
The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
