NEOGOV · 2 days ago
IT Service Management (ITSM) Lead
Saint Paul, MN
Full-time
Onsite
Senior Level
$96K/yr - $130K/yr
5+ years expThe City of Saint Paul’s Office of Technology & Communications is seeking a skilled and motivated IT Service Management (ITSM) Lead to advance their service delivery practice. This role will lead the IT Service Center Team, execute the enterprise ITSM strategy, and ensure high-quality technology support experiences for City employees.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
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
Qualification
Required
A Bachelor's 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 9 years or more can be used to qualify for the position
May require a valid Minnesota Class D Driver's License, or equivalent out-of-state driver's license
Benefits
Health insurance
Retirement contributions
Paid vacation
Paid sick time
City Paid Benefits
Health Insurance
Vacation/Holidays
Sick Leave
Life Insurance
Subsidized Metro Bus Pass
Deferred Compensation
Retirement Program
Optional Benefits
Dental
Flexible Spending Accounts
Disability Insurance
Accidental Death and Dismemberment Insurance
Long Term Care Insurance
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase