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IT Service Management Manager

Columbus, OH, USA | Big Lots Stores

  • Industry:
  • Position Type:
  • Functions:
    IT / Information Technology
  • Experience:
    3-5 years
Job Description:
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Manages the IT Service Management Practice at Big Lots utilizing the ServiceNow Platform.  Use ServiceNow to ensure that technology services are delivered effectively to associates and customers.  Responsible for Incident, Problem, Service Catalog, Knowledge Base, Asset Management and Change Management processes. Design the roadmaps for ServiceNow at Big Lots, write requirements, and manage projects to evolve the platform and overall ITSM maturity.

1.   Creates and maintains ITIL based processes for Incident, Problem, and Change Management.

2.  Establishes and maintains a set of ITIL best practice metrics and measures.

3.  Maintains ServiceNow platform functionality and continues to evolve the application consistent with the ServiceNow roadmap.

4.  Leads requirements gathering and manages development efforts through the agile development lifecycle to improve the ServiceNow platform.

5.  Works with the Lead Developer to manage ServiceNow’s architecture, security settings and upgrades. 

6.  Advocate for the ServiceNow platform and the ServiceNow team across the business.

7.  Initiates and leads efforts with multiple IT departments to proactively eliminate issues at root cause and to drive better stability and system resiliency.

8.  Leads multiple projects at the same time for a variety of internal customers both in and out of IT.

9.  Works with various teams to identify automation and integration opportunities throughout IT operations.

10.  Researches and recommends innovative uses of technology to disseminate information and system alerts (e.g., iphones, ipads, etc).

11.  Manages direct reports, including day-to-day activities, staffing, training, development, performance assessment, and disciplinary actions.

12.  Increase automation of IT tasks through ServiceNow integration Hub.


1.  Bachelor’s degree in Computer Science or related area of study preferred.

2.  Minimum five years of IT experience preferred.

3.  ITIL certification strongly preferred. IT Service Management expertise with experience in key ITSM disciplines (specifically event management, incident management, problem management, and change management) preferred.

4.  Minimum three years of experience working with Service Now required. 

5.  ServiceNow CSA and other certifications preferred.

6.  Minimum three years of consulting background preferred.

7.  Strong written and verbal communication skills, and customer service skills preferred.

8.  Ability to lead requirements sessions and UAT sessions with stakeholders.

9.  Strong Agile/project management skills required (PMP, ACP or similar is preferred).

10.  Proven track record in strategic technology planning, budgeting and execution.

11.  Solid knowledge of Microsoft Applications (Excel, Word, PowerPoint, Teams, etc).

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

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