456 IT Service Management jobs in the United States

*Description*
The IT Service Improvement Consultant is responsible for assessing, advising, and driving improvements throughout the Information Services organization, with a heavy focus on IT incident and problem management, IT service resilience, and business continuity practices. The selected Consultant will work cross-functionally throughout IT and with business stakeholders to identify service inefficiencies, facilitate incident retrospectives, model and audit platforms, applications, and related business services for CMDB, recommend process improvements to enhance operational reliability and reduce service disruptions, and improve recovery readiness as part of the IT Disaster Recovery (ITDR) and BCP programs.
*Responsibilities *
Incident & Problem Management Improvement
* Assess current incident and problem management processes, tools, and SLAs
* Identify inefficiencies in the IT Incident Retrospective lifecycle (e.g. detection, escalation, resolution)
* Refine root cause analysis (RCA) and lessons learned practices
* Recommend improvements to reduce Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), and incident recurrence
* Facilitate and organize IT Incident Retrospective sessions & After-Action Reporting to ensure learnings are tracked and organized for action by IT Management
Continuous Service Improvement (CSI)
* Establish and maintain a service improvement backlog
* Define and track KPIs related to service health (e.g. availability, reliability, SLA adherence, customer satisfaction)
* Lead cross-functional working sessions to prioritize and implement improvements
* Create dashboards or reports that communicate service performance and improvement trends
IT Service Management (ITSM) Maturity
* Evaluate ITSM processes (incident, problem, change, knowledge, configuration) against best practices (e.g. ITIL)
* Advise on process standardization, documentation, and automation opportunities
* Assist in developing service catalogs and service/operational-level agreements (SLAs/OLAs).
* Support governance and continual process maturity
* Review Infrastructure Configuration Requests (ICRs) to ensure correct CMDB business service and approval group mappings
Disaster Recovery & Business Continuity Readiness
* Review and assess ITDR/BCP plans and documentation
* Identify gaps in recovery objectives (RTO/RPO), failover procedures, or test practices
* Recommend enhancements to DR testing frequency, scope, or validation criteria
* Participate in tabletop exercises and coordinate with Enterprise Resilience, Information Services & Cyber Security, and business stakeholders to examine and align on recovery capabilities and expectations
Stakeholder Engagement & Knowledge Transfer
* Serve as a liaison between Enterprise Resilience, the HPI (Human Performance Improvement) Core Team, and other IT and business stakeholders
* Present findings, recommendations, and roadmaps to IT Management
* Mentor internal staff on ITSM and CSI best practices
* Document recommendations, processes, and metrics in a format suitable for long-term internal use
* Participate in regular Change Management & Infrastructure Review meetings to stay apprised of day-to-day operations throughout IT
* Organize Infrastructure Review data into CMDB and CRS in partnership with Infrastructure Services, Service Delivery, Change, Asset & License Management, and Enterprise Architecture teams
*Minimum Requirements *
* Proven experience with ITIL/ITSM frameworks and continuous service improvement
* Strong knowledge of incident/problem/change management processes
* Familiarity with DR/BCP concepts, practices, and testing
* Experience with service management tools (e.g. Jira Service Management)
* Strong analytical and communication skills; ability to influence without authority
*Role Focus*
Support Front-End IT Service Delivery and Infrastructure Services teams
Improve incident response and retrospective processes
Advance ITDR maturity and integrate BCP into daily operations
Collaborate across IT and business units to identify inefficiencies and drive change
Optimize dashboards and KPIs using existing data
Work within an Atlassian Jira Service Management environment (migrating from on-prem to cloud)
*Pay and Benefits*
The pay range for this position is $50.00 - $70.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a hybrid position in Holyoke,MA.
*Application Deadline*
This position is anticipated to close on Aug 29, 2025.
h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

As Point72 reimagines the future of investing, our Technology group is constantly improving our companys IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. Were a team of experts experimenting, discovering new ways to harness the power of open source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity.

Our Technology Infrastructure Team engineers and operates the foundational technology platforms that power all of Point72s applications and businesses. Our disciplines span a broad array of technologies from datacenter infrastructure to large scale cloud services, with the shared goal of providing the most reliable, performant, modern technology platforms to improve time-to-market for our business. We also deliver end-user technology solutions to support the evolving collaboration and productivity needs of our global teams. Our team focuses on innovation and challenging the current state of our infrastructure technology in a fast-paced, dynamic, and collaborative working environment.

As a member of the IT Service Management (ITSM) team, you will play a crucial role in analyzing business needs, designing solutions, and optimizing processes on the ServiceNow platform. This role requires a deep understanding of ITSM processes, strong analytical abilities, and the technical expertise to bridge the gap between business requirements and technical implementation. You will collaborate with cross-functional teams to ensure the successful integration of Device42 CMDB and ITSM tool(s), aligning with industry best practices and organizational requirements. You will define the processes, policies and establish governance to ensure the operational health and quality of IT Service Management tools. You will drive the operational maturity of IT Service Management tools and processes (Incident, Problem, Change, Request, Asset Management and CMDB). Specifically, you will:

Support the transition from Jira Service Management platform to ServiceNow. This includes but is not limited to analysis and planning, platform configuration and customization, data migration, integration development, process optimization and testing and quality assurance.

Collaborate with stakeholders to gather, document, and analyze business requirements for ServiceNow implementations and enhancements.

Work closely with technical teams to design and propose solutions that align with business objectives and leverage the capabilities of the ServiceNow platform.

Analyze existing ITSM processes and identify opportunities for optimization and automation using ServiceNow.

Assist in the configuration and customization of ServiceNow modules, including workflows, forms, and user interfaces, to meet business needs.

Utilize advanced analytical skills to develop and generate reports, dashboards, and metrics that provide insights into ITSM performance and trends.

Develop test plans and conduct testing to ensure that ServiceNow configurations and customizations meet business requirements and quality standards.

Create and maintain comprehensive documentation for processes, configurations, and user guides. Conduct training sessions to educate users on ServiceNow functionalities.

Liaise between business units and technical team to facilitate effective communication and ensure alignment on project goals and deliverables.

Stay updated with the latest ServiceNow features and industry best practices, and recommend continuous improvement initiatives to enhance platform capabilities.

Bachelors degree in a technology related field or a minimum of 5 years of relevant recent experience

Proven experience as a ServiceNow business analyst or similar role, with a strong track record of successful ServiceNow implementations, including hands-on scripting, programming and setup work within the ServiceNow and related platforms

Advanced proficiency in ServiceNow platform capabilities, including ITSM, ITOM, and custom applications

Strong understanding of web technologies such as JavaScript, HTML, and CSS

ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist

Experience with data analysis tools and techniques; exceptional analytical and problem-solving skills, with the ability to interpret complex data and derive actionable insights

Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders

Ability to work collaboratively in a team environment and manage multiple priorities effectively.

Hands-on experience with industry standard enterprise change, configuration and asset management system tools (such as JSM, Device42, ServiceNow, BMC, etc.)

Demonstrated understanding of the pressures and demands of working in a large and complex technical environment with a commitment to the highest ethical standards

Familiarity with configuration management concepts and best practices, including CI/CD pipelines, version control, and IT asset lifecycle management

Solid understanding of IT infrastructure components, such as servers, networks, storage systems, and virtualization technologies

Commitment to the highest ethical standards

We invest in our people, their careers, their health, and their well-being. When you work here, we provide:

• Fully-paid health care benefits
• Generous parental and family leave policies
• Mental and physical wellness programs
• Volunteer opportunities
• Non-profit matching gift program
• Support for employee-led affinity groups representing women, minorities and the LGBT+ community
• Tuition assistance
• A 401(k) savings program with an employer match and more

Point72 Asset Management is a global firm led by Steven Cohen that invests in multiple asset classes and strategies worldwide. Resting on more than a quarter-century of investing experience, we seek to be the industrys premier asset manager through delivering superior risk-adjusted returns, adhering to the highest ethical standards, and offering the greatest opportunities to the industrys brightest talent. Were inventing the future of finance by revolutionizing how we develop our people and how we use data to shape our thinking. For more information, visit

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Perform operational activities for Incident, Problem, Change Management and other existing IT Service Management functions.

• Schedules, plans, facilitates, and documents all Change Advisory Board (CAB) meetings.

• Assists in the development of all aspects of new IT Service Management functions, including and not limited to functional requirements gathering, documentation, system/tool design, measure and reporting, audit plan, training, and organizational roll out.

• Collaborate with all applicable teams to ensure alignment between ITSM processes and the business workflows that they support.

• Monitors the efficacy of established ITSM processes using trend analysis, adherence tracking, and automated reporting. Reports findings to Manager of ITSM & Business Applications for feedback/action

• Assists with documentation and administrative support for Major Incident response and Problem Management investigations.

• Compiles ITSM reports on a monthly and quarterly, and as needed basis for leadership.

• Works with applicable teams to coordinate training on established ITSM pillars and is responsible for ensuring all training documentation is accurate and up to date. This includes but is not limited to employee onboarding, annual training and system training.

• Creates and updates ITSM process documentation, including and not limited to user guides, policy documents, process flows, and training materials.

• Using available data, works to propose, implement, communicate, and organize roll out of Continual Service Improvements of established IT Service Management functions.

• Provide on-call rotation support during non-business hours for deployments, changes, or major incident response.

• Performs other related duties as assigned.

QUALIFICATIONS:

• Minimum of 2+ years of IT Service Management with proven results. Bachelor’s degree in computer science or equivalent experience in a related field.

• Must be able to obtain a 6C clearance

• Familiarity with Major Incident Management and Change Management processes in alignment with ITIL framework.

• Ability to clearly articulate understanding of Problem, Change and Major Incident Management processes.

• Intermediate analytical and deductive reasoning skills.

• Good facilitation and conflict management skills.

• Strong written, verbal, and group communication skills.

• Self-motivated to work effectively, independently, and with others in a collaborative, deadline-sensitive environment.

• Ability to multi-task and effectively balance the needs of multiple initiatives in parallel.

• Exceptional attention to detail.

• Highly organized.

• Experience in document development, demonstrated technical writing, editing, formatting, and proofreading skills.

• Able to work in a dynamic, fast paced environment, and keep pace with organizational changes.

• Creativity and flexibility in managing multiple issues simultaneously.

• ITIL ® Foundation Certificate in IT Service Management. is a plus.

ADDITIONAL INFO:

• Hours: would start with a standard 8-5 for 2-3 weeks for training. Then they will transition to Tu-Sat 2 PM – 10:30 PM ET OR M-F 3 AM – 11:30 AM ET
• The position will require work and support for international time zones

This is a remote position.

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company and part of global Accenture, to do work that matters in a collaborative and caring community, where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Job Description:

Accenture Federal Services is seeking an IT Service Management Coordinator to provide technical support to AFS people, as well as remote support around the US, to ensure that IT services are delivered to meet business needs.

Responsibilities include:

• Identify and document system and/or tool requirements as provided to the Helpdesk by users, customers and support process to review approve them for further action

• Create and manage page content audits, and actions pursuant to the communications plan

• Provide basic user and customer support and troubleshooting

• Provide application navigation assistance

Here's what you need:

• Minimum 3 years of experience in any combination of the following:

• Providing content management support in all source intel areas

• Military experience

• Providing basic user and customer support and troubleshooting in intelligence, cyber or application support areas

• Lead training as needed to a small to medium size group

Bonus points if you have:

• Experience with Microsoft office suite

• Detail oriented and comfortable conversing with client leadership

• Experience with Data Analytics

Security clearance:

• An active TS/SCI clearance

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Washington, Vermont, and the District of Columbia . The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. ( We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Washington, Vermont, and the District of Columbia is:

$107,300—$130,100 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement. (

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you _ _ are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here ( for additional important information.