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

- **Company:** SourceAmerica
- **Location:** United States (Remote available)
- **Salary:** $70,000.0 - $160,000.0
- **Contract:** Permanent contract
- **Skills:** JIRA, Knowledge Management, Scrum Methodology, Servicenow
- **Published:** August 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=cb86f5ce87e40c8f

## About the Role

* 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.

## Description

· 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


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