ITSM Team Lead

🔥 0 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ASRC Federal

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2003

🎖️ Defense

🚀 Aerospace

🏛️ Government

Defense • Aerospace • Government

ASRC Federal is a wholly-owned subsidiary of Arctic Slope Regional Corporation that provides federal government contracting services across space, civilian, defense & intelligence, national security, and health markets. It delivers engineering solutions, digital operations and IT modernization, software, applications & analytics, supply chain management & logistics, infrastructure operations, and professional services to support missions such as NASA space programs, FAA aviation safety/operations, Air Force industrial support, cyber defense, and base/resiliency operations. The company operates a family of businesses whose earnings support ASRC’s more than 14,000 Iñupiaq shareholders and employs roughly 9,000 people.

📋 Description

• 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

🎯 Requirements

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

🏖️ Benefits

• Competitive pay and benefits packages • Health care • Dental insurance • Vision insurance • Life insurance • 401(k) • Education assistance • Paid time off, including PTO, holidays, and any other paid leave required by law