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City of Saint Paul · 1 day ago

IT Service Management (ITSM) Lead

Minneapolis–Saint Paul, WI

Full-time

Onsite

Senior Level

5+ years exp

The City of Saint Paul’s Office of Technology & Communications is seeking an IT Service Management (ITSM) Lead to enhance service delivery and operational efficiency using the ServiceNow platform. This role involves leading the IT Service Center Team, executing the ITSM strategy, and ensuring high-quality technology support for all city employees while promoting ITIL best practices.

Government

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

ITIL best practicesServiceNowIT Service ManagementData analysisProject managementCustomer serviceTeam leadershipCommunication skills

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