Sr. IT Service Manager

Location: Pittsburgh, PA - Hybrid schedule (M/W/TH onsite)

Job Type: Full Time / Permanent

Work Authorization: US Citizen or Greencard holder

The A.C.Coy Company has an immediate need for an IT Service Manager.  Ideal candidates must have a minimum of 10+ years experience in IT infrastructure, 5 years in ServiceNow and ServiceNow CMDB (CSDB, ITAM, Discovery, Service Mapping, Patterns, Data Manager) and experience with ITSM processes (e.g., IT Asset Management, IT Change Management and IT Problem Management).

• Responsible for corporate IT infrastructure policy, standards and procedures as they pertain to IT Change Management.  The candidate will govern these processes and lead the weekly change control meetings. The candidate will be responsible for continuous improvement in this space and will need to maintain accurate documentation of the processes and the changes themselves
• Own and maintain the IT configuration management database (CMDB).  This effort will require competence in both the design aspects of ServiceNow CMDB as well as understanding the dependencies within ServiceNOW that are required to ensure completeness of data  
• Efficiently processing requests, creating and updating content, maintaining records and process improvement
• Map software applications/databases to the hardware that they reside on
• Act as the ITIL champion both within corporate IT and business units
• Owns and governs the enterprise configuration management database
• Analyzes and approves incoming requests for change to CMDB and core foundation data
• Creates and updates or otherwise maintains CMDB records as needed
• Audits the data within the CMDB to ensure accuracy and conformance to processes
• Develops enterprise application to hardware relationship maps via ServiceNOW
• Moves Client forward as it pertains to the design and organization of our CMDB data by utilizing the common service data model, discovery and service mapping
• Develops and maintains the IT Infrastructure Service Catalog
• Creates and maintains internal chargeback for Infrastructure organization
• Owns, maintains, and governs the corporate IT change process for Infrastructure
• Owns ITIL Problem Management process for the IT infrastructure organization
• Take part in ServiceNow upgrade and change related testing exercises
• Serve as a member of our core ServiceNow team to help guide the direction and use of the tool while being the lead for CMDB and change management
• Working knowledge of the ServiceNow Change Management Module
• Maintains and conducts end-user training on a periodic basis

Education:

• High school diploma - Required

• Bachelor’s degree in Information Sciences, Information Technology or Computer Science from an accredited institution - Preferred

Certifications:

• ITIL Certification
• ServiceNow Certification

Requirements:

• ServiceNow and ServiceNow CMDB or a similar system - 5+ years
• IT infrastructure experience - 10+ years
• Experienced in using Microsoft Office and O365 tools including Excel, Teams and SharePoint
• Expertise with ServiceNow CMDB in the following areas: Common Service Data Model (CSDM), IT Asset Management (ITAM), Discovery, Service Mapping, Patterns, Data Manager (Must be able to speak in detail about work completed in these areas)
• Experience with ITSM processes, including but not limited to IT Asset Management, IT Change Management and IT Problem Management
• IT Change Management - Corporate IT policy, standards and procedure ownership 
• Knowledge of ServiceNow foundation data/tables - Preferred
• AWS or Microsoft Azure Cloud experience - Preferred