First Orion
ITSMServiceManager
“ITSM Service Manager at First Orion. Skills: ITSM solutions, IT service delivery, Root Cause Analysis, monitoring strategy. Oversee ITSM processes for IT services. Ensure IT staff alignment for service support”
What You'll Achieve.
optimize the delivery of IT services; drive the successful delivery of IT services; minimize disruption and support smooth operations; evaluate IT performance against best-practice KPIs
Industry & Context.
remove roadblocks; solve problems; analyze and document data flows; analyze and support complex client/server applications
Available to serve as an off-hours major escalation resource on weekdays (5 PM–8 AM Central Time), provide weekend backup coverage on a rotating on-call schedule, maximum on-call responsibility is one week per month, demonstrate proper work authorization
What They're Looking For.
Must Have
Working knowledge of highly available enterprise IT systems, ITSM processes, ITIL processes, expertise with network and application monitoring tools such as New Relic, Zabbix, AWS CloudWatch, or similar, Understanding of ITSM ticketing systems (ServiceNow, Jira), Proficient in analyzing and documenting data flows for highly distributed IT services, written and verbal communication skills with the ability to clearly document and explain business processes, Ability to analyze and support complex client/server applications, Available to serve as an off-hours major escalation resource on weekdays (5 PM–8 AM Central Time) and provide weekend backup coverage on a rotating on-call schedule
Nice to Have
AWS Cloud Practitioner or other advanced AWS certifications, ITIL certification, Technical knowledge of common AI tools, such as Microsoft Copilot and Kiro, Capability to develop basic automation scripts (Python, JavaScript, or similar), Experience supporting carrier-grade networks
What You'll Do.
Oversee ITSM processes for IT services
Ensure IT staff alignment for service support
Serve as service SME for incident escalations
Produce Root Cause Analysis documentation
Design monitoring and event management strategy
Maintain CMDB information for IT services
Oversee change-management activities
Author knowledge base articles
Identify service improvement opportunities
Evaluate IT performance against KPIs
How You'll Work.
Team & Collaboration
collaborate with service owners and stakeholders; ensure all IT staff are aligned
Communication Scope
written and verbal communication skills; clearly document and explain business processes
Process & Methodology
Oversee change-management activities
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