Position Details
Job Title: Service Management Specialist – ITIL/ServiceNow Integration Lead - 529501255
Category: Applications/Software Development
Employment Type: Full-Time
Maximum Pay Rate: $44/hour
Solicitation Reference Number: 529501255
Description of Services
The role involves leading IT service management projects, implementing ITIL-based processes, and guiding the maturity of Infrastructure and Operations using Service Management methodologies.
Key Responsibilities:
- Develop and manage IT Service Management (ITSM) processes and initiatives.
- Integrate ITIL governance processes into existing infrastructure operations.
- Oversee service quality improvements while balancing costs and business objectives.
- Manage IT service tools such as ServiceNow and Remedy.
- Collaborate with teams across diverse backgrounds to resolve service-level issues.
- Translate technical concepts into business terms to align with organizational goals.
- Ensure adherence to project management best practices.
Candidate Qualifications
Minimum Requirements:
- 8+ years: Experience with ITSM and ITIL governance processes.
- 8+ years: Demonstrated ability to act strategically and tactically.
- 8+ years: Strong communication, presentation, and facilitation skills.
- 8+ years: ITSM knowledge, including implementing IT best practices.
- 8+ years: Understanding IT outsourcing and managed services.
- 8+ years: Analytical skills and experience with statistical principles.
- 8+ years: Experience with ServiceNow and Remedy.
Preferred Qualifications:
- 5+ years: Proficient in Remedy On Demand.
- 4+ years: ITIL V3/V4 certification and PMP certification.
- 4+ years: Experience in business process engineering and technical writing.
- 4+ years: Experience supporting external business partners with ServiceNow.
- 3+ years: Training experience.
- 1+ year: Experience with ServiceNow security operations and DevOps tools.
Terms of Service
Start Date: January 20, 2025
End Date: August 31, 2025
Total Hours: Up to 1,500 hours
Work Hours and Location
- Location: Austin, Texas 78751.
- Work Hours: Monday through Friday, 8:00 AM to 5:00 PM (excluding Texas state holidays).
- Candidates must already reside in Texas.
Other Special Requirements
- The position is subject to HHSC’s criminal background checks and compliance requirements.
- Candidates must sign integrity and cybersecurity training agreements before starting.
- Interviews will be conducted via Microsoft Teams.
