ITSM Implementation Manager

Lawrence Berkeley National Lab’s (LBNL)  Information Technology (IT) Division has an opening for an ITSM Implementation Manager to join the team.

In this exciting role, you will be responsible for the administration, development, and operational management of the IT Service Management (ITSM) platform, ensuring effective service delivery across the organization. You will collaborate closely with IT leadership, business stakeholders, and end users to optimize ITSM functionality, streamline workflows, and enhance the platform’s value. Serving as the technical expert and system steward for the ITSM tool, you will maintain platform health, implement service enhancements, and provide user support. This role contributes to service automation, reporting and analytics, and best-practice ITSM governance.

We are looking for a strong understanding of ITSM frameworks (e.g., ITIL) and experience in ITSM platform configuration, including service catalogs, workflow automation, and dashboard development.

What You Will Do:

• Administer and maintain the ITSM platform (e.g., FreshService, ServiceNow, or equivalent) to support IT operations and service delivery.
• Configure and manage service catalogs, workflows, automation rules, and integrations.
• Ensure the platform is secure, reliable, and performing optimally by implementing regular maintenance, monitoring, and updates.
• Act as the primary technical contact for ITSM platform-related inquiries, troubleshooting issues, and implementing solutions.
• Provide training and knowledge-sharing sessions to IT staff and end users to maximize platform adoption and efficiency.
• Develop and maintain user documentation, FAQs, and self-service guides.
• Work with business stakeholders to assess needs and translate requirements into technical solutions.
• Identify opportunities to automate service requests, incident management, and change management processes.
• Collaborate with cross-functional teams to enhance ITSM workflows and align with industry best practices.
• Develop and maintain standard and custom reports, dashboards, and KPIs to measure service performance.
• Provide data-driven insights to IT leadership for decision-making and continuous service improvement.
• Partner with IT teams to align ITSM functionalities with enterprise service strategies.
• Ensure ITSM configurations align with ITIL, governance, compliance, and security policies.
• Support audit and compliance requirements related to IT service operations.

What is Required:

• Bachelor’s/Advanced Degree in a related field and/or equivalent training experience.
• Experience administering, configuring, and automating ITSM platforms. 
• A deep understanding of IT Service Management (ITSM) principles, ITIL frameworks, and best practices for service management.
• Demonstrated proficiency in workflow automation and scripting languages such as PowerShell, Python, and JavaScript, as well as in API integrations.
• ITIL v3 or ITIL 4 Foundation certification (or willingness to obtain within 6 months).
• Strong analytical skills including experience troubleshooting technical issues, analyzing system performance, and implementing proactive solutions.
• Demonstrated experience engaging and collaborating with multiple stakeholders to deliver tailored technology solutions and translate business needs into effective ITSM solutions. 
• Excellent oral and written communication skills including experience organizing and presenting customer focused technical data, reports, and projects to audiences with varying degrees of technical expertise.

Desired Qualifications:

• 5+ years of experience administering ITSM platforms, such as FreshService, ServiceNow, or equivalent.
• Experience developing self-service portals, service request workflows, and ITSM reporting dashboards.
• Knowledge of change management, asset management, and configuration management databases (CMDB).
• Familiarity with cloud-based ITSM solutions and integrations with enterprise tools.
• Professional Scrum Master (PSM) or Certified Scrum Developer (CSD) certification.

Notes:

• Appointment Type: This is a full time, exempt (monthly paid) from overtime pay, 1 year (benefits eligible), Term appointment with the possibility of extension or conversion to Career appointment based upon satisfactory job performance, continuing availability of funds and ongoing operational needs.
• Salary Information: This position is expected to pay $111,864 - $139,824 annually, which fits within the full salary range of $111,864 - $188,784 annually for job code Z10.2. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary for this position will be commensurate with the final candidate’s qualification and experience, including skills, knowledge, relevant education, certifications, and aligned with the internal peer group.
• As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.
• Background Check: This position may be subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.
• Work Modality: This position will be performed onsite at Lawrence Berkeley National Lab located at 1 Cyclotron Road, Berkeley, CA.

Want to learn more about working at Berkeley Lab? Please visit: careers.lbl.gov

Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. In support of our rich community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.