IT Service Management Operations Lead - Remote Eligible

ITSM Operations Lead

ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provides an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment.

Position Summary

The IT Service Management (ITSM) Operations Lead oversees, optimizes, and matures back-office IT operations through effective process management, automation, and cross-functional collaboration. This role is responsible for administering, configuring, and enhancing the full Atlassian suite—including Jira Software, Jira Service Management (JSM), and Confluence—to support scalable and efficient service delivery. The ITSM Operations Lead designs and deploys automated workflows, manages HR system integrations via Aquera, and provides hands-on leadership across all ITSM process areas. The ideal candidate brings deep ITSM expertise, strong technical capabilities, and a commitment to continuous improvement.

**This position is not available to residents of California**.

Responsibilities

IT Service Management Oversight:

• Lead day-to-day ITSM operations, ensuring timely and effective management of incidents, service requests, and problems.
• Administer, configure, and support Jira Software, Jira Service Management, and Confluence, including workflows, fields, permissions, schemes, automation rules, and integrations.
• Ensure governance, standardization, and best practices across all Atlassian configurations.
• Identify and drive service improvement opportunities to enhance operational efficiency and customer experience.
• Monitor queue performance, SLA adherence, and service quality metrics.

Change Management & CAB Leadership:

• Serve as Chair of the Change Advisory Board (CAB), leading change reviews, evaluating RFCs, and maintaining readiness and documentation for all changes.
• Enforce standardized change management policies aligned with ITIL best practices.
• Monitor change success rates, risk levels, and post-implementation outcomes.
• Collaborate with stakeholders to ensure accurate risk assessments, communication, scheduling, and approvals.

Aquera & HR Integration Administration:

• Administer Aquera integrations to support automated onboarding, offboarding, and identity lifecycle management.
• Manage configuration, troubleshooting, and continuous improvement of Aquera workflows and connectors.
• Partner with HR, Security, and IT teams to validate data mappings, maintain integration health, and ensure data accuracy across systems.
• Support audit and compliance activities through proper documentation and data integrity practices.

Automation Design, Development, and Deployment:

• Design, build, and deploy automation solutions using Jira Automation, JSM workflow engines, Confluence templates/macros, and related tools.
• Implement automated workflows for ticket management, approvals, provisioning, escalations, and reporting.
• Collaborate with internal partners to identify bottlenecks and develop automation roadmaps.
• Document automation solutions and ensure configurations remain scalable and sustainable.

Process Improvement & Optimization:

• Lead maturity initiatives across incident, problem, change, request, knowledge, and asset management processes.
• Develop and maintain ITSM policies, playbooks, and standard operating procedures (SOPs).
• Analyze process performance, identify optimization opportunities, and implement improvements.
• Maintain CMDB and asset lifecycle processes where applicable.

Cross-Functional Collaboration:

• Partner with Infrastructure, Security, HRIS, Application Support, and other teams to align ITSM operations with organizational objectives.
• Serve as an escalation point for complex incidents and service management challenges.
• Coordinate with vendors and service providers regarding tools, integrations, enhancements, and support contracts.

Reporting & Metrics:

• Develop and maintain ITSM dashboards and reports to monitor SLAs, KPIs, service trends, and operational health.
• Present data-driven insights and improvement recommendations to senior leadership.
• Support audit, compliance, and governance reporting related to ITSM and HR integrations.

Behavioral Competencies

Demonstrates the company's Core Values: Excellence, Integrity, Commitment, Inclusion, and Advocacy. Self-directed, highly organized, and able to work with minimal supervision.

Qualifications

Proven ability to collaborate across all levels of the organization, including business units and technical teams. Skilled in analyzing data, identifying trends, and driving process improvements. Technical aptitude for designing complex workflow logic and administrative configurations. Strong written and verbal communication skills. Strong documentation skills. Effective analytical, problem-solving, and decision-making abilities. Ability to deliver clear, data-driven presentations. Demonstrated success managing incident, problem, change, and request management processes. Strong understanding of ITIL; ITIL Foundation or Practitioner certification, preferred.

Education and Work Experience

Bachelor's degree in Information Technology, Computer Science, or related field. Will consider candidates with a High School Diploma and 10 years of IT Service Management experience. 7+ years of IT Service Management experience with hands-on administration of Jira Service Management or similar platforms (e.g. ServiceNow, FreshWorks, Zendesk.) Advanced expertise with Atlassian tools, including configuration, workflow design, automation, permission management, and integration support. Proven experience designing and deploying automation within ITSM platforms. Direct experience with HR or identity lifecycle integrations; Aquera experience, preferred. Experience leading or facilitating a Change Advisory Board (CAB), strongly preferred. Atlassian certifications (ACP series), a plus.

Physical and Mental Demands

Ability to travel up to 5%. Ability to work standard business hours with occasional extended hours. Remain in a stationary position, often standing or sitting, for prolonged periods. Regular use of office equipment such as a computer/laptop and monitor computer screens. Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.

Job Locations

US-Remote