[Remote] IT Service Management Specialist 2

Note: The job is a remote job and is open to candidates in USA. RTI International is an independent, scientific research institute dedicated to improving the human condition. The IT Service Management Specialist is responsible for supporting day-to-day ITSM operations with a strong focus on Change Enablement, Knowledge Management, and ensuring high-quality service delivery across the IT organization.

Responsibilities

• Support ITIL-based IT Service Management activities, including Incident, Request, Change, Problem, and Knowledge Management
• Coordination and scheduling of Change Advisory Board (CAB) meetings, including agenda preparation, note taking, and change calendar updates
• Review and validate change requests for accuracy, completeness, and policy compliance
• Contribute to Knowledge Management activities by drafting, reviewing, publishing, and maintaining knowledge articles
• Oversee Major Incident Management practices and monitor quality of the Major Incident Coordinator team
• Perform regular knowledge base quality checks for accuracy, relevance, and compliance with established standards
• Develop and maintain strong relationships with ITSM operational stakeholders
• Monitor daily ITSM operational queues and help ensure timely response and resolution
• Generate and maintain ITSM operational reports and metrics
• Collaborate with development teams to ensure process adherence and identify opportunities for process improvement
• Support continual service improvement (CSI) efforts by contributing feedback, documenting gaps, and recommending enhancements
• Provide basic facilitation support during operational meetings and incident coordination calls as needed

Skills

• Bachelor's Degree and 1 year of experience, Master's degree and 0 years of experience, or equivalent combination of education and experience
• Understanding of ITIL principles
• Strong organizational and documentation skills
• Ability to manage multiple operational tasks in a fast-paced environment
• Foundational understanding of IT infrastructure and support operations
• Strong written and verbal communication skills
• Ability to work collaboratively with cross-functional teams
• Customer-service orientation and attention to detail
• ServiceNow Enterprise ITSM experience required
• ITIL Foundation preferred
• Power user, administrative or developer experience with ServiceNow or similar ITSM platforms
• Familiarity with Microsoft 365 platform
• Comfortability and familiarity with AI solutions, eg ML, Generative AI, Agentic AI

Benefits

• Competitive base salary
• Generous paid time off policy
• Merit based annual increases
• Bonus opportunities
• Robust recognition program
• Competitive range of insurance plans (including health, dental, life, and short-term and long-term disability)
• Access to a retirement savings program such as a 401(k) plan
• Paid parental leave for all parents
• Financial assistance with adoption expenses or infertility treatments
• Financial reimbursement for education and developmental opportunities
• Employee assistance program
• Numerous other offerings to support a healthy work-life balance

Company Overview

Company H1B Sponsorship