IT Service Management (ITSM) Lead

The City of Saint Pauls Office of Technology & Communications (OTC) is seeking a skilled and motivated IT Service Management (ITSM) Lead to advance our service delivery practice and leverage the Hey OTC ServiceNow platform to drive service excellence and operational efficiency citywide.

This position leads the IT Service Center Team (formerly the Service Desk/Help Desk) executes the enterprise ITSM strategy and ensures consistent high-quality technology support experiences for all City employees. The ITSM Manager promotes a positive proactive customer service culture embeds InformationTechnologyInfrastructureLibrary (ITIL) best practices and drives data-informed decision-making and continuous improvement.

• Lead coach and develop the IT Service Center team to deliver exceptional service and timely support.
• Establish standard operating procedures and service level expectations aligned with ITIL and Hey OTC workflows.
• Design implement and continuously improve ITSM processes including Incident Request Problem Change and Configuration Management.
• Align ITSM strategy with organizational goals digital modernization priorities and City service standards.
• Direct the work of the ITSM Platform Administrator in managing ServiceNow (Hey OTC) configurations workflows and automations.
• Ensure platform reliability usability and integration with related systems.
• Govern the development and maintenance of Knowledge Base Articles to ensure clarity accuracy and accessibility.
• Define monitor and report on key performance indicators (KPIs) and service metrics.
• Communicate results and recommendations to OTC leadership and department stakeholders.
• Supervise the CMDB Coordinator to ensure accurate configuration item data and asset relationships.
• Conduct periodic audits to sustain data integrity and compliance.
• Ensure ITSM processes align with City policies cybersecurity standards and compliance requirements.

A Bachelors Degree in Information Management Computer Technology or related field and five (5) years of vacancy-related work experience or vacancy-related technical school certificate and eight (8) years of work experience related to the vacancy.

Work experience must have included project management work coordination budget management and cost/benefit analysis that would allow one to gain an expert knowledge of one or more technical platforms relevant to the vacancy.

A combination of education and experience to equal 9years or more can be used to qualify for the position.

May require a valid Minnesota Class D Drivers License or equivalent out-of-state drivers license.

1. Submit a City of Saint Paul online application by the closing date.
2. Upload or submit the following required documentvia the online application system. (Zip files and web links will not be accepted. Each uploaded attachment is limited to 10MB.)
   • A resume

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Open Job Posting: This posting is open to anyone who meets the position requirements.

Selection Process: Applicants who meet the minimum job requirements will be placed on a hiring list for consideration. Hiring Managers may interview/hire anyone from the list. You will be notified if you are invited to participate in the final selection process which may include an interview job simulation work sample submission or other evaluation method.