What You'll Do:The Sr. ITSM Service Integration Specialist plays a critical role in ensuring the integrity, reliability, and strategic value of CTC's IT Service Management ecosystem. This role is accountable for leading the design, governance, accuracy, and continuous improvement of CTC's enterprise Service Portfolio.
Working within the ITSM Service Integration function, this role acts as a key bridge between application and service owners and operational teams managing and consuming services portfolio data and relationships. This role is also accountable for enterprise governance of service portfolios, ensuring that configuration data, service relationships, and platform processes are aligned to organizational standards, audit requirements, and business outcomes.
This role goes beyond operational support - it is responsible for driving data quality, enforcing governance, and enabling informed decision-making through a well-structured and trusted CMDB.
Service Portfolio Governance & Data Integrity- Lead the design and implementation of Service Portfolios in compliance with Common Service Data Model (CSDM) v5 best practices
- Provide oversight and accountability for services data quality, ensuring accuracy, completeness, and compliance with enterprise standards
- Define, enforce, and continuously improve service management policies, procedures, and control frameworks
- Lead and contribute to data certification, audit readiness, and compliance activities related to services data and relationships
Service Portfolio Lifecycle Management- Lead CTC's Service Design practice to manage services through inception, implementation, operations and retirement
- Design service portfolios to align with Common Service Data Model (CSDM) standard and enterprise service portfolio requirements
- Engage key stakeholders and process participants to inform evolution of services that support ITSM, Cyber Security, GRC and Tech Resiliency outcomes
- Support operational sustainment and oversight of service portfolio data quality and accuracy
- Ensure focus on continuous improvement of service portfolio lifecycle processes
Support Enterprise Technology Lifecycle Management via Integration and automation- Guide implementation of Enterprise Technology Lifecycle processes to support strategic application and technology roadmap planning
- Identify opportunities replace manual processes with integrations and automation
- Participate in design and oversight of processes and integrations to ensure accurate and trustworthy service configuration data
- Enable and guide technology lifecycle automations in ITSM processes (i.e. change, request) and IT Asset management processes (HAM/SAM)
- Partner with internal teams and vendor partners to address data gaps, improve coverage, and enhance automation and AI
Operational Oversight & Managed Services Governance- Act as a governance and escalation point for service portfolio and CMDB activities delivered by managed service providers
- Ensure adherence to SLAs, data quality standards, and compliance expectations through regular reviews and performance tracking
- Provide oversight into platform activities (e.g., patching, cloning, updates) to ensure proper coordination, communication, and risk management
Continuous Improvement & Strategic Contribution- Identify data quality gaps and process improvement opportunities, driving initiatives to enhance service portfolio and CMDB maturity and value
- Contribute to the evolution of service portfolio and CMDB strategy, roadmap, and maturity model aligned to organizational priorities
- Support development of KPIs, dashboards and analytics that enable insights to drive business impact
Stakeholder Engagement & Communication- Partner with service owners, application teams, architecture, and governance functions to ensure clear ownership and accountability of service and configuration data
- Facilitate regular reviews and governance forums to validate data accuracy and reinforce accountability
- Translate technical service and CMDB concepts into clear, business-friendly insights for leadership and stakeholders
What You Bring:- 5+ years of experience in IT service portfolio management, service design or configuration management/CMDB related roles
- ITIL certification (Foundation minimum; Service Design experience considered an asset)
- Strong understanding of CSDM (v5 preferred), CMDB and configuration management best practices
- Experience working with ServiceNow (CMDB, Discovery, Service Mapping, integrations preferred)
- Demonstrated ability to operate in a governance/oversight role across internal teams and managed service providers
- Strong analytical, problem-solving, and data quality management skills
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders
We're always looking for great talent! In addition to competitive pay, we offer:- Comprehensive benefits and retirement programs
- Performance incentives, Continuing Education Programs
- Other perks to support your well-being
- Career growth opportunities and product discounts
Broadband Salary Range: $64,000 - $106,000
Our typical hiring range is between $64,000 and $85,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.
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This posting represents an existing vacancy within our organization.
We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
