ITSM Advisor (ServiceNow)

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 whats 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 whats 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 subjectmatter expert and strategic partner responsible for developing governing and optimizing IT Service Management (ITSM) practices across the enterprise. This role is pivotal in advancing ITILaligned 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 crossfunctional leadership.

Key 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 coownership for:
  • Incident Management reduce MTTR streamline escalations drive service restoration excellence.
  • Problem Management promote rootcause 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 highquality searchable lifecyclemanaged knowledge assets.
  • Service Catalog Management build and refine a businessaligned 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 datadriven insights to reduce cost improve customer experience and increase operational efficiency.

CrossFunctional Collaboration & Leadership

• Partner with IT leadership engineering teams call center operations and product owners to align processes with organizational needs.
• Facilitate designthinking workshops bestpractice 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 selfservice enhancements and AIdriven service improvements.
• Work with development and platform engineering teams to enhance ITSM tool capabilities (e.g. ServiceNow Salesforce Confluence Jira).
• Promote processdriven automation federated search knowledge reuse and AIenabled support experiences.

Qualifications

Required

• 5 years of ITSM / IT Operations experience within an ITILbased 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 decisionmaking.

Preferred

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

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants that require accommodation in the job application process may contact. PLEASE NOTE: This contact channel is reserved for use by individuals with disabilities who require special accommodations in order to submit an expression of interest in a position within Red River.

Red River does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River hasan active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our ApplicantTracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.