ITSM Team Lead

ASRC Federal

. Lead intake, analysis, prioritization, and tracking of ServiceNow requirements and enhancement requests .

Posted 10/9/2026full-timeRemote • Arizona • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ServiceNow ITSM processes, including Incident, Request, Change, and Configuration Management, while effectively translating business needs into functional requirements and managing stakeholder communication. Proven ability to lead UAT, develop operational reporting, and mentor ITSM team members in a regulated enterprise environment.

Highest-signal resume keywords

ServiceNowITSM ProcessesBusiness AnalysisUAT CoordinationServiceNow Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNowBusiness AnalysisIT Service ManagementOperational ReportingWorkflow AutomationDashboard DevelopmentRequirements GatheringPerformance ReportingConfiguration ManagementIncident Management

Soft Skills

Analytical SkillsOrganizational SkillsCommunication SkillsLeadership SkillsMentoring

Tools & Technologies

ServiceNow Platform AnalyticsCMDBJiraConfluenceSharePoint

Certifications & Qualifications

ITIL CertificationPMP Certification

Industry Keywords

Federal GovernmentRegulated EnterpriseAgile MethodologiesHybrid Delivery Methodologies

Tech Stack

Tools & technologies

ITSMPMPServiceNow

About the role

Key responsibilities & impact

Lead intake, analysis, prioritization, and tracking of ServiceNow requirements and enhancement requests
Translate business and operational needs into functional requirements, user stories, test scenarios, and implementation actions
Coordinate enhancements through requirements validation, UAT, defect resolution, production release, and stakeholder communication
Provide functional leadership for ServiceNow ITSM processes, reporting, dashboards, CMDB-related activities, and supported scoped applications
Oversee troubleshooting, user support, training, and coordination of issue resolution with technical teams
Develop operational, queue-management, executive, and performance reporting using ServiceNow reporting and Platform Analytics
Identify opportunities to improve workflows, automate manual activities, strengthen data quality, and standardize ITSM processes
Provide day-to-day direction, mentoring, workload coordination, and quality oversight for ITSM team members while communicating priorities, risks, and status to leadership

Requirements

What you’ll need

Bachelor's degree or equivalent combination of education and relevant experience
5+ years of progressive experience in IT service management, ServiceNow, business analysis, reporting, or related enterprise IT operations
Experience gathering requirements, coordinating ServiceNow enhancements, leading UAT, and supporting production releases
Strong functional knowledge of core ITSM processes, including Incident, Request, Change, and Configuration Management
Experience developing dashboards, operational metrics, and management reporting in ServiceNow or comparable platforms
Strong analytical, organizational, communication, and leadership skills with the ability to manage multiple priorities and stakeholders
ServiceNow, ITIL, and/or PMP certification preferred
Experience supporting a federal government or other large, regulated enterprise environment preferred
Experience with ServiceNow Platform Analytics, CMDB, Discovery, scoped applications, or workflow automation preferred
Familiarity with Jira, Confluence, SharePoint, and Agile or hybrid delivery methodologies preferred

Benefits

Comp & perks

Competitive pay and benefits packages
Health care
Dental insurance
Vision insurance
Life insurance
401(k)
Education assistance
Paid time off, including PTO, holidays, and any other paid leave required by law