IT Service Management Operations Lead - Remote Eligible

ITSM Operations Lead

Your future is secured with ISC2, 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. When you join ISC2, you'll demonstrate your commitment to an inclusive and equitable environment.

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.

Responsibilities include:

• IT Service Management Oversight
• Change Management & CAB Leadership
• Aquera & HR Integration Administration
• Automation Design, Development, and Deployment
• Process Improvement & Optimization
• Cross-Functional Collaboration
• Reporting & Metrics

Behavioral competencies include demonstrating the company's core values and being self-directed, highly organized, and able to work with minimal supervision.

Qualifications include:

• Proven ability to collaborate across all levels of the organization
• 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 include:

• Bachelor's degree in Information Technology, Computer Science, or related field
• 7+ years of IT Service Management experience with hands-on administration of Jira Service Management or similar platforms
• Advanced expertise with Atlassian tools
• 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 include:

• 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
• 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