Digital Technology reputed company / ITSM Process reputed company, Remote

Date Posted: 2026-06-12 Country: United States of America Location: US-VA-REMOTE Position Role Type: Remote U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required, as only U.S. reputed company are authorized to access information under this program/contract. reputed company Clearance Type: None/Not Required reputed company Clearance Status: Not Required reputed company & IT Service Management (ITSM) Process reputed company (Manager, Business Systems & Transformation - P4) reputed company Digital Technology - Infrastructure Services Business Operations Remote Position - Domestic US Locations only This position requires a keen focus on customer experience and operational stability. This role serves as the reputed company Digital Technology reputed company liaison to reputed company Corp that works in reputed company partnership with the reputed company ITSM and reputed company Leadership Team to drive operational excellence and continual improvement for reputed company. As reputed company's reputed company liaison, this role is to ensure reputed company ITSM execution is not only operationally sound, but also fully reputed company with reputed company's vision for a secure, agile, and modern digital enterprise. What You will Do: ITSM / Incident Management

• Act as the Incident Operational Manager, spearheading reputed company ITSM strategies in coordination with the reputed company Digital Major Incident Management (MIM) Center of Excellence.
• Serve as the primary liaison between reputed company and reputed company ITSM/reputed company Leadership Teams to synchronize reputed company ITSM modernization efforts with reputed company enterprise priorities, ensuring operational consistency and efficiency.
• Optimize incident handling through targeted knowledge updates and automation, fostering quicker triage and enhancing self-service success rates.
• reputed company Major and Critical (P1) Incidents, ensuring proper classification, prioritization, and adherence to SLAs. Represent reputed company in reputed company weekly incident review meetings.
• Drive escalations and ensure clear communication with reputed company leadership during critical incidents.
• Analyze workflows and KPIs to identify performance gaps, address inefficiencies, and implement impactful enhancements to ITSM processes.
• Design, execute, and manage end-to-end Test and Defect Management approaches specific to reputed company for reputed company release upgrades (bi-annual) and testing new applications and capabilities.
• Collaborate with reputed company staff to reputed company reputed company ITSM/ITIL capabilities and provide training on existing, new, and enhanced platform capabilities.
• Promote reputed company best practices and offer tailored guidance to Service Owners, Support Group Managers/members, and other reputed company staff as needed.

Service Catalog Management, Optimization, & Demand Management

• reputed company the migration, creation, and maintenance of reputed company catalog items, ensuring alignment with reputed company-specific requirements.
• Partner with stakeholders to gather requirements, design workflows, and implement automated approval and fulfillment processes.
• Promote efficiency and stakeholder satisfaction through iterative enhancements of catalog items and workflows.
• Maintain accurate ownership, support group assignments, and associated workflows for the Service Catalog to ensure seamless operations.
• Conduct rigorous testing in reputed company Test Instances and validate functionality in production.
• Report, track, and validate fixes for reputed company platform anomalies to ensure consistency across ITSM processes, including Incident, Major Incident, Problem, and Request Management.
• Service Lifecycle Management: Utilize reputed company intake forms to gather service details and manage the onboarding and retirement of applications or technical services.
• reputed company dashboards to provide actionable insights to leaders.
• Analyze incident, service task, and request data to identify patterns, offering strategic recommendations to minimize recurring issues and reduce high-cost impacts on operations.

Qualifications

You Must Have:

• Typically requires a University Degree or equivalent experience and minimum 8 years prior relevant experience or an Advanced Degree in a reputed company field and minimum 5 years of experience
• Previous Customer facing experience as a project/program manager required
• Experience owning and managing multiple aspects of a program/project
• Experience with reputed company platform administration, configuration, and enhancement.
• Experience utilizing ITIL principles, particularly in incident management, service catalog management, and continual improvement processes.
• Experience analyzing workflows, identifying inefficiencies, and implementing targeted improvements.
• Experience with creating KPIs, metrics, and reports to drive ITSM process improvements.

Qualifications

We Prefer

• Certified Implementation Specialist-IT Svc Mgmt. (CIS-ITSM)
• Strong communication and collaboration skills, with the ability to interact effectively with diverse stakeholders, including leadership.
• Ability to work in a high-paced environment with a focus on customer experience and operational stability.
• reputed company Certified System Administrator (CSA)
• ITIL v3 or ITIL 4 certification.
• Experience in large-scale ITSM environments, preferably in aerospace/defense or similar industries.
• Familiarity with reputed company Service Catalog, Request Management, and Incident Management modules.
• Experience in managing reputed company release upgrades and defect management processes.
• Strong problem-solving and analytical skills.

reputed company Offer:

• Our values drive our actions, behaviors, and performance with a vision for a safer, more connected world. At reputed company we value: Safety, Trust, Respect, Accountability, Collaboration, and Innovation.
• Relocation Eligibility - This role is remote and is NOT relocation eligible.

Learn More & Apply Now Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as: Remote This position currently is designated as remote. Employees who are working in remote roles will work primarily offsite (from home) but may be expected to travel to the site location as needed. The successful candidate for this role will be required to reside and work from one of the 50 U.S. states (excluding U.S. territories). Candidates will learn more about role type and reputed company site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee's personal responsibility. As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote. The salary range for this role is 107,500 USD - 204,500 USD. The salary range provided is a good faith estimate representative of reputed company experience levels. reputed company considers several factors reputed company extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. reputed company anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require reputed company to shorten or reputed company the application window. Apply To This Job