IT Service Management Advisor
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At a glance
Requirements
Credentials this posting asks for.
Job overview
Insight Global is hiring an IT Service Management Advisor. The IT Service Management Advisor will join a newly formed internal ITSM organization, supporting critical business and technology operations. This role involves coordinating incident management and service operations, collaborating with technical teams to identify issues, prioritize work, and drive resolution outcomes. The advisor will work to improve service delivery and ensure operational excellence across key business portfolios.
Key focus areas include Coordinate incident management and service operations across technical teams, Prioritize work and drive resolution outcomes for incidents, and Manage incident queues, ticket workflows, and service escalations.
Successful candidates bring Bachelor's Degree, ITIL Certification, and Program Or Project Coordination Experience. Important skills include ServiceNow Platform, Managing Incident Queues, Ticket Workflows, Service-Related Escalations, Communication, and Stakeholder Management.
Skills & qualifications
Skills
Qualifications
Full job description
Job Description
The largest LTL carrier in North America is looking for an IT Service Management Advisor. This organization is currently building an internal IT Service Management (ITSM) organization to support critical business and technology operations. This team will work alongside application development, infrastructure, and support teams to drive incident resolution, improve service delivery, and ensure operational excellence across key business portfolios. This role serves as a central point of coordination for incident management and service operations, partnering with multiple technical teams to identify issues, prioritize work, and drive resolution outcomes.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
4 years of experience in a Tier 2/Tier 3 IT operations, IT support, service management, incident management, or related disciplines
ServiceNow Platform
Experience managing incident queues, ticket workflows, and service-related escalations.
Strong communication and stakeholder management abilities.
Resolve incidents within established SLAs, with a target resolution timeframe of 24–48 hours.
Ability to coordinate multiple workstreams and collaborate across diverse technical teams. Bachelor's Degree
Hands-on experience with Jira.
ITIL Certification
Program or project coordination experience
ITSM, Incident Management, Problem Management, or Service Desk experience
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