It Service Operations Lead

TL;DR

IT Service Operations Lead: Driving operational excellence, scalability, and continuous improvement of IT service management processes and ITSM platform capabilities with an accent on incident, problem, change, and configuration management. Focus on optimizing ITSM workflows, identifying systemic issues, and ensuring IT services align to operational and strategic priorities.

Location: Preference for this person to be based in Beaverton, OR; hybrid / remote +30% travel also acceptable.

Salary: 104300-193700

Company

hirify.globalt drives innovation at the forefront of precision technology, empowering engineers to bring next-generation breakthroughs to life.

What you will do

• Act as the lead for ITSM processes, including incident, problem, change, and configuration management.
• Continuously optimize ITSM workflows and service models to improve reliability, efficiency, and user experience.
• Define, monitor, and analyze ITSM metrics and KPIs; translate insights into actionable improvements.
• Lead the incident management lifecycle, ensuring timely identification, escalation, resolution, and documentation.
• Own problem management activities end-to-end, from detection and analysis to long-term prevention strategies.
• Partner closely with infrastructure, application, security, and business teams to resolve complex issues and improve service outcomes.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 7+ years of hands-on experience with the ServiceNow platform, with a strong focus on ITSM.
• Deep understanding of ITSM processes and ServiceNow ITSM modules.
• Strong knowledge of ServiceNow configuration, lifecycle best practices, and platform optimization.
• Experience driving operational improvements in complex, enterprise IT environments.
• The essential duties of this position require adherence to U.S. Government export control regulations. Accordingly, candidates must either be U.S. Persons (i.e., U.S. citizens, U.S. lawful permanent residents, or protected individuals as defined by 8 U.S.C. 1324b(a)(3)) or be prepared to collaborate with the company in securing the necessary U.S. government export authorizations.

Nice to have

• Experience supporting vendor relationships and contributing to evaluations, renewals, and performance discussions related to ITSM platforms or service.

Culture & Benefits

• Eligible for bonus as part of the total compensation package.
• Equal Opportunity Employer valuing and encouraging diversity.
• Committed to providing reasonable accommodations for applicants with disabilities.