IT Service Management (ITSM) Process Owner (Incident, Problem and Change Management)

Job Details

IT Service Management (ITSM) Process Owner (Incident, Problem and Change Management)

Colorado Springs, Colorado



Direct Placement

Job Description

IT Service Management (ITSM) Process Owner (Incident, Problem and Change Management)


Position Description:

The IT Service Management (ITSM) Process Owner for Incident Management and Change Management will provide the IT organization with oversight and guidance of the associated end to end processes including Problem and Release Management. This will be accomplished by working with the ITSM Manager, other ITSM process owners, and IT stakeholders to implement and managing best practices, process, standards, and policy. The ITSM Process Owner has an advanced understanding of ITIL Incident Management, Change Management, Problem Management, and Release Management as well as the methodologies and techniques needed to guide an organization to the successful attainment of key KPIs and overarching goals of IT Operations. This position will assist in the architecting of strategic priorities, business aligned processes, and ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods. The results will enable Ent to meet or exceed goals and metrics for various business and IT strategies

Essential Job Duties and Responsibilities: 

ITSM Process Owner

  • Oversees high level strategic and tactical decisions for the business intelligence department.
  • Responsible for making sure we are adhering to our Data Governance policies and procedures.
  • Responsible for developing and maintaining well-controlled, reliable data used for financial reporting, operational reporting, and analytics across the organization.
  • Continuing to build and lead a team of highly skilled, action oriented team; providing strategic leadership in the development of tools, methods and processes to utilize data to enable effective and timely business decisions across the organization.
  • Develops partnerships with the consumers of the data analytics to understand business needs.
  • Trains on provided reports and dashboards, policy, process, standards, and best practices


  • Provides technical support and problem resolution for customer inquiries regarding the new and existing data analytics, policy, process, standards, and best practices.

Other duties as required

Minimum formal education required for this position:

Knowledge consistent with a Bachelor’s Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement or similar field of study.


Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa.  For example, a requirement of “Knowledge Consistent with a Bachelor’s Degree in Accounting and 2+ years’ of accounting experience” could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master’s Degree in Accounting and 0 years of work experience.  

Minimum work experience:

4+ years’ combined experience in incident management, Problem Management, Change Management, Release Management in an IT operations, managed services, or service delivery environment.

Technical or specialized knowledge/skills:

  • ITSM
    • Advanced Understanding of ITIL and ITSM fundamentals with an expertise in Incident Management, Problem Management, Change Management.
    • Experience with implementing and Managing ITSM or ITIL processes.
    • Experience working with a CMDB.
    • Experience with continuous improvement methods.
    • Experience with developing and delivering training on process, standards, and policy.
    • Understanding of IT organizations especially service desk or service delivery.
    • (Preferred) Cherwell or other ITSM tool experience.
  • Other skills:
    • Must be comfortable working in highly collaborative environments.
    • Must be able to conduct presentations in group settings in a professional and courteous manner.
    • Must be able to learn new and emerging concepts very quickly.
    • Must be able to maintain good productivity in developing efficient code and database designs in a very timely manner, with defect rates kept to a minimum.
    • (Preferred) Experience with Scrum and Kanban development.
    • (Preferred) Experience with Visual Studio Team Services (VSTS).
    • (Preferred)Project Management experience, tools, and methodology familiarity.

Certifications required:

  • Information Technology Infrastructure Library (ITIL) 3 or 4 Certification
  • (Preferred) Knowledge Center Support (KCS) Certification

Salary $80,475.20+ DOE


Direct hire

Drug screen required

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