Information Services - Service Management Intern - Full-time

About the Opportunity Join our End User Services team as an intern and gain hands-on experience supporting enterprise IT environments. This internship is designed for individuals interested in learning about IT Service Management, with a focus on designing, documenting, analyzing, and continuously improving IT service management processes. Key technologies/services you will interact with: ServiceNow - ITSM, SharePoint Online, Active Directory, and Copilot 365 AI. You’ll assist with administration, documentation, and troubleshooting, while learning from experienced technicians. Responsibilities

• Assist in the documentation and maintenance of IT Service Management (ITSM) processes, including (but not limited to) Incident, Problem, Change, Request, and Knowledge Management

• Support process owners by helping track process performance, identifying gaps, and documenting opportunities for improvement

• Participate in process reviews, workshops, and working sessions to understand current-state workflows and future-state designs

• Assist in the development and tracking of key performance indicators (KPIs) and service metrics aligned to ITIL best practices

• Support continual service improvement (CSI) initiatives by analyzing data trends, documenting findings, and recommending improvements

• Collaborate with cross-functional IT teams (e.g., Infrastructure, End User Services, Applications, Security) to ensure processes are well understood and consistently followed

• Gain hands-on exposure to ITIL concepts, governance models, and service lifecycle management in an enterprise environment

• Shadow team members and participate in meetings to learn about enterprise IT operations

• Contribute to projects or pilots as assigned, with guidance from senior staff

    Candidate Profile

***IMPORTANT***
- This is an on‑site, 12‑month internship based in Watsonville, CA, ideally starting in May/June
- A housing stipend is NOT available for this internship
- We are unable to sponsor or take over sponsorship of an employment Visa at this time or in the future. Applicants must be authorized to work for ANY employer in the U.S.
 

Requirements:

•    Must be a recent grad (6 months or less) or senior graduating this summer

•    Bachelor’s Degree in IT, Computer Science, or related field by Internship start
•    Experience with basic troubleshooting of computer or software issues (academic or personal)
•    Foundational understanding of IT Service Management (ITSM) concepts
•    Windows 10/11 OS troubleshooting/maintenance
•    Proficient with Office 365 tools – Excel, PowerPoint, Word, MS Teams/Zoom.
•    Understanding of process-based thinking and workflow design
•    Ability to analyze processes and identify inefficiencies or improvement opportunities
•    Comfortable working with diagrams, documentation tools, and collaboration platforms
•    Basic understanding of metrics, reporting, and data analysis concepts
•    Strong organizational skills and attention to detail
•    This role requires bilingual proficiency in Spanish and English to support candidates and teams across both languages

Preferred Qualifications & Competencies

•    Strong understanding and demonstration of the core values of Driscoll’s: Passion, Humility, and Trustworthiness. 
•    Familiarity with Foundational IT Service Management (ITSM) concepts (through coursework, self-study, or personal projects). 
•    Experience with basic troubleshooting of computer or software issues (academic or personal). 
•    Ability to document processes and follow instructions. 
•    Curiosity about enterprise IT environments, service management, and cloud technologies.
 

Compensation
The following information is provided in good faith as a general description of the salary range and benefits for the position posted.  The actual compensation offered to the successful candidate is dependent upon experience, skills, education, work location, internal pay equity, and other objective job-related factors. 
 
The hourly range estimated for this internship is: $22-$30