ITSM Advisor (ServiceNow)

Red River•Lexington, MA

About The Position

At Red River Managed Services, we provide a welcoming and positive workplace where everyone feels valued and able to do their best work, fostering a one-team mentality. Our employees work together to foster wise decision-making that relies on data, experience, and collaboration. We seek self-motivated individuals who are open to an environment based on this teamwork and shared success. Our team works directly with our clients to create innovative solutions, challenge the status quo, and deliver first in class solutions. Our client-centric culture works to anticipate needs with an urgency to resolve issues and build long-term client relationships. We aim to expand our growing workforce with passionate individuals who are resilient in the face of uncertainty and possess a creative spirit, all while keeping the needs of our clients top of mind to foster individual and organizational success. Interested candidates must possess a desire for growth through continuous learning and feedback. Ideal candidates will possess the following skills and come prepared to discuss how they have experienced each of these areas in previous roles: Collaboration — You bring a collaborative spirit to all interactions with others; you work to ensure everyone around you is welcomed and positioned to do their best work; you view every Red River colleague as a member of one team. Creativity — You welcome new ideas and listen with the intent to understand; you are passionate and persistent in pursuit of innovative solutions; you value “brainstorming” as an expression. Empathy — You take the time to understand both the needs of your clients and your team members; you anticipate client needs and address issues effectively; you work to make each client feel valued and understood; you foster loyalty and a long-term relationship. Integrity — You willingly receive and give feedback; you are open about what’s working and what needs to improve; you admit mistakes openly and share learnings widely. Judgment — You are intentional when making decisions, with an aim toward long-term solutions rather than quick fixes; you rely on data, training, and collaboration with others to inform your decisions. Purpose — You exhibit courage in searching for the truth; you are willing to risk personal failure to help, or challenge the status quo, in the pursuit of excellence. Resilience — You thrive in rapidly changing circumstances; you adapt to change; you know when to include or escalate to others; you embrace a hard challenge. Selflessness — You are considerate when searching for new and different ideas; you seek what’s best for the team and organization; you discern how your actions could affect others; you seek to make those around you successful. Position Overview The ITSM Advisor serves as a senior subject‑matter expert and strategic partner responsible for developing, governing, and optimizing IT Service Management (ITSM) practices across the enterprise. This role is pivotal in advancing ITIL‑aligned processes, strengthening operational performance, and driving organizational maturity in Incident, Problem, Change, Request, Knowledge, and Service Catalog Management. The ITSM Advisor collaborates with Engineering, Service Desk, Infrastructure, Product, and Governance teams to ensure IT services are standardized, measurable, scalable, and aligned with business outcomes. This role blends process design, service strategy, analytics, documentation excellence, and cross‑functional leadership.

Requirements

5+ years of ITSM / IT Operations experience within an ITIL‑based environment.
Active Secret Clearance
Strong understanding of enterprise IT environments, systems, and support models.
Proven experience designing, implementing, or maturing ITIL processes.
Experience with ITSM tools such as ServiceNow, Salesforce Service Cloud, BMC, or similar.
Ability to create, structure, and simplify complex workflows.
Exceptional documentation, writing, and communication skills.
Strong analytical mindset with experience using KPIs, dashboards, and metrics for decision‑making.
U.S. Citizenship Required

Nice To Haves

ITIL Expert / ITIL Master certification (or equivalent V3/V4 level).
Experience implementing or leading KCS or advanced Knowledge Management programs.
Experience in call‑center operations and enterprise support environments.
Certifications in PMP, Lean Six Sigma, SCRUM/Agile.
Background in building service catalogs, knowledge systems, or large‑scale service programs.
Experience with automation, AI bots, self‑service portals, federated search, or digital transformation initiatives.

Responsibilities

ITSM Strategy & Governance Define, implement, and maintain the enterprise ITSM roadmap, anchored in ITIL best practices.
Establish and oversee governance frameworks, ensuring consistent execution of ITIL processes across all operational teams.
Develop process maturity assessments and drive continuous service improvement (CSI) initiatives.
Ensure compliance with SLA, OLA, KPI, and regulatory requirements.
ITIL Process Leadership Lead process ownership or co‑ownership for: Incident Management – reduce MTTR, streamline escalations, drive service restoration excellence.
Problem Management – promote root‑cause analysis, trend identification, recurring issue elimination.
Change Enablement – strengthen change governance, reduce change failure rate, optimize release flow.
Request Fulfillment – standardize service request models, flows, and fulfillment patterns.
Knowledge Management (KCS/KM) – ensure high‑quality, searchable, lifecycle‑managed knowledge assets.
Service Catalog Management – build and refine a business‑aligned, intuitive service catalog.
Documentation, Standards & Service Taxonomy Create, maintain, and evolve ITSM documentation standards, including SOPs, workflows, service definitions, and process guides.
Develop scalable taxonomies for service catalog, knowledge architecture, and support models.
Translate complex technical concepts into clear, accessible process documentation.
Service Analytics & Performance Optimization Build and manage dashboards (Power BI, ServiceNow, Tableau, Salesforce, etc.) to track KPIs, SLA compliance, service health, and operational efficiencies.
Evaluate workflow bottlenecks such as handoffs, reassignments, or queue delays and recommend targeted improvements.
Use data‑driven insights to reduce cost, improve customer experience, and increase operational efficiency.
Cross‑Functional Collaboration & Leadership Partner with IT leadership, engineering teams, call center operations, and product owners to align processes with organizational needs.
Facilitate design‑thinking workshops, best‑practice reviews, service audits, and stakeholder working sessions.
Mentor IT teams in ITIL concepts, KM practices, and service management discipline.
Innovation & Automation Identify automation opportunities via chatbots, workflow automation, self‑service enhancements, and AI‑driven service improvements.
Work with development and platform engineering teams to enhance ITSM tool capabilities (e.g., ServiceNow, Salesforce, Confluence, Jira).
Promote process‑driven automation, federated search, knowledge reuse, and AI‑enabled support experiences.