ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:- Perform operational activities for Incident, Problem, Change Management and other existing IT Service Management functions.- Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings.- Assists in the development of all aspects of new IT Service Management functions, including and not limited to functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out.- Collaborate with all applicable teams to ensure alignment between ITSM processes and the business workflows that they support.- Monitors the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting. Reports findings to Manager of ITSM & Business Applications for feedback/action- Assists with documentation and administrative support for Major Incident response and Problem Management investigations.- Compiles ITSM reports on a monthly and quarterly, and as needed basis for leadership.- Works with applicable teams to coordinate training on established ITSM pillars and is responsible for ensuring all training documentation is accurate and up to date. This includes but is not limited to employee onboarding, annual training and system training.- Creates and updates ITSM process documentation, including and not limited to user guides, policy documents, process flows, and training materials.- Using available data, works to propose, implement, communicate, and organize roll out of Continual Service Improvements of established IT Service Management functions.- Provide on-call rotation support during non-business hours for deployments, changes, or major incident response.- Performs other related duties as assigned.QUALIFICATIONS: - Minimum of 2+ years of IT Service Management with proven results. Bachelor’s degree in computer science or equivalent experience in a related field. - Must be able to obtain a 6C clearance - Familiarity with Major Incident Management and Change Management processes in alignment with ITIL framework.- Ability to clearly articulate understanding of Problem, Change and Major Incident Management processes.- Intermediate analytical and deductive reasoning skills.- Good facilitation and conflict management skills.- Strong written, verbal, and group communication skills.- Self-motivated to work effectively, independently, and with others in a collaborative, deadline-sensitive environment.- Ability to multi-task and effectively balance the needs of multiple initiatives in parallel.- Exceptional attention to detail.- Highly organized.- Experience in document development, demonstrated technical writing, editing, formatting, and proofreading skills.- Able to work in a dynamic, fast paced environment, and keep pace with organizational changes.- Creativity and flexibility in managing multiple issues simultaneously.- ITIL ® Foundation Certificate in IT Service Management. is a plus.ADDITIONAL INFO: - Hours: would start with a standard 8-5 for 2-3 weeks for training. Then they will transition to Tu-Sat 2 PM – 10:30 PM ET OR M-F 3 AM – 11:30 AM ET - The position will require work and support for international time zonesThis is a remote position.