HKS, Inc. · 3 hours ago
ITSM Manager
Dallas, TX
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expHKS, Inc. is a company focused on delivering reliable and efficient IT services. The ITSM Manager will design, govern, and continuously improve ITSM processes, ensuring alignment with industry best practices while enhancing the end-user experience across the firm.
Architecture
Responsibilities
Configures and enhances core ITSM processes including Incident Management, Problem Management, Change Enablement, Request Fulfillment, Asset Management, Knowledge Management, Monitoring and Event Management, Service Catalog Management, and Service Level Management
Defines service policies and workflows that ensure technology teams consistently deliver reliable, business focused services aligned with organizational needs
Acts as a functional owner for ServiceNow ITSM modules, partners with admin teams to improve workflow and automation, enhances data quality and reporting while supporting roadmap initiatives such as automation, self-service and AI-driven ITSM
Proactively monitors operational performance and trends, identifies and addresses recurring issues and service risks, while reducing aging incident volume, improving MTTR, and increasing first-contact resolution
Drives customer satisfaction and continuous improvement through feedback, metrics, and service reviews
Leads ITSM governance forums (CAB, CSI reviews, service reviews). Define, track, and report on KPIs and SLAs, build executive ready dashboards and operational reports
Serve as primary ITSM liaison to business and technology stakeholders, ensure clear communication during incidents and service disruptions. Partner with leadership to align ITSM priorities with business objectives, communicate process changes and improvements to L1/L2/L3 teams
Maintains a prioritized CSI backlog. Lead improvement initiatives focused on stability and reliability, improve customer experience with a focus on automation and efficiencies
Builds workflows, automations and integrations using ServiceNow scripting and flow designer
Leads CSDM governance by defining standards, validating service mappings, and ensure CMDB data quality, integrity, and compliance with ServiceNow best practices to enable service visibility, impact analysis and reporting
Develops and optimizes Service Catalog items, SLAs/OLAs, CMDB structures and relationships
Stays current with industry trends, technological advancements, and leverages these capabilities to improve and streamline the ITSM processes
Acts as a mentor and coach, guiding career development and contributing to recruitment efforts to help build a culture that retains top talent
Provides after-hours support as needed for high severity situations
Performs other duties assigned by leadership
Qualification
Required
Bachelor's degree in Computer Science or related field, or equivalent work experience
Typically, with 8+ years professional experience, including 3+ years hands-on ServiceNow ITSM work
Typically, with 4+ years management experience leading a related services management function
Strong technical proficiency with the following: ServiceNow, MS Office Suite (Word, Excel, PowerPoint, Outlook, Teams)
Proven ability to configure and implement core ITSM modules and workflows
Strong communication and documentation skills
Strong troubleshooting and analytical skills (technical and non-technical problem-solving skills)
Strong technical writing and documentation and skills
Strong customer service, interpersonal skills and the ability to interact with all levels of staff
Strong organizational skills and the ability to work on multiple projects at the same time
Strong work ethic and eagerness to produce high quality, accurate results
Ability to engage and navigate conflicts to achieve constructive outcomes
Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
Ability to effectively meet deadlines at expected quality
Ability to hold sensitive information with a high level of confidentiality and integrity
Ability to proactively use innovative solutions to solve problems
Ability to collaborate and encourage collaboration in a team environment, and ability to work independently and prioritize work
Travel may be required
Preferred
ServiceNow ITSM Certification
ITIL Certification
Company
HKS, Inc.
HKS is a global firm of architects, designers, planners and advisors who create places noted for their beauty and performance.
1001-5000 employees
H1B Sponsorship
HKS, Inc. 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 (48)
2024 (29)
2023 (23)
2022 (30)
2021 (11)
2020 (15)
Funding
Current Stage
Late StageLeadership Team
Dan Noble
Chairman, President & CEO
Cory Brugger
Chief Technology Officer
Recent News
2025-09-16
Sports Business Journal
2025-09-12
Company data provided by crunchbase