IT Service Management Specialist

Position Title: ITSM Advisor

Location: Hybrid in Harrison, AR - 3-days On-Site

Duration: 6-Month Contract to Hire

Pay Rate: $40-$43/Hour

Job Description:

Insight Global is seeking an ITSM Advisor for a top transportation and logistics client. This candidate will join a growing internal IT Service Management organization responsible for supporting critical business and technology operations. The ITSM Advisor will act as a key point of coordination across application development, infrastructure, and support teams, driving incident resolution, managing escalations, and improving overall service delivery. The ideal candidate brings strong ServiceNow and ITIL expertise along with the ability to navigate Agile development environments, coordinate multiple technical workstreams, and connect development and release activities with incidents, changes, recurring issues, and operational risk.

Day-to-Day:

• Serve as a central point of coordination for incident management and IT service operations
• Partner with application development, infrastructure, and support teams
• Manage and prioritize incident queues, ticket workflows, and escalations
• Drive incidents toward resolution within established SLAs
• Identify operational issues and coordinate the appropriate technical resources
• Track multiple workstreams, dependencies, and competing priorities
• Connect Agile development and release activity to incidents, changes, recurring problems, and operational risks
• Help improve service delivery and operational excellence across critical business and technology portfolios

Required Skills and Experience:

• 6+ years of Tier 2/Tier 3 IT operations, IT support, ITSM, incident management, or related experience
• ServiceNow platform experience
• ITIL certification
• Experience managing incident queues, ticket workflows, and service escalations
• Ability to drive incident resolution within established SLAs, targeting 24-48 hours
• Strong communication and stakeholder management skills
• Ability to coordinate multiple workstreams across technical teams
• Agile product delivery experience
• Experience with product backlogs, features, stories, and dependencies
• Understanding of software testing, release, and deployment practices
• Ability to connect development activity with changes, incidents, recurring issues, and operational risk

Nice to Have:

• Bachelor’s degree
• Hands-on Jira experience
• Program or project coordination experience
• Additional ITSM, Incident Management, Problem Management, or Service Desk experience