IT Service Management & Operations Professionals (SourceAmerica on behalf of our nonprofit network)

· Managing IT service desk and operational support activities

· Leading incident, problem, change, release, or knowledge management processes

· Monitoring service performance, KPIs, and SLAs

· Coordinating cross-functional teams to resolve issues and improve service delivery

· Supporting ITIL-based process improvement and service enhancement initiatives

· Preparing operational reports, dashboards, and documentation

· Maintaining governance, workflow, and operational procedures

· Supporting technology modernization and organizational transformation efforts

• Experience in IT service management, service delivery, operations, or service desk
• Knowledge of ITIL principles and service management best practices
• Experience with incident, problem, change, request, or knowledge management processes
• Familiarity with ServiceNow, Jira Service Management, BMC Remedy, or similar platforms
• Strong analytical, organizational, and communication skills
• Experience collaborating with technical teams, stakeholders, and customers
• Preferred certifications include: ITIL Foundation or higher, PMP, Scrum Master, Lean Six Sigma, ServiceNow certifications, · Security requirements vary by position and may include background screening, Public Trust eligibility, or the ability to obtain and maintain a government-issued security clearance.

3.43.4 out of 5 stars Remote $70,000 - $160,000 a year - Full-time, We are actively building a pipeline of IT service management, service delivery, and operations professionals for future opportunities.

POTENTIAL OPPORTUNITIES

Service Desk Manager Incident Manager Change Manager Problem Manager Knowledge Manager IT Operations Manager Service Delivery Manager Release Manager ITIL Process Analyst

SourceAmerica connects people with disabilities and veterans to meaningful employment opportunities. We are currently pipelining talent on behalf of our nonprofit network, which anticipates opportunities for IT professionals. Employment opportunities are with a nonprofit agency within the SourceAmerica network. Many positions support federal government contracts and may be performed remotely or onsite depending on contract requirements.