Information Technology

Information Technology Infrastructure Library (ITIL) Specialist

Friedman Williams

Information Technology Infrastructure Library (ITIL) Specialist Washintong DC

Job ID: 16873

Summary: The ITIL Specialist is a subject matter expert responsible for the daily oversight and governance of the Firm’s ITSM process framework. Responsible for enforcing, monitoring, measuring, and continually improving process areas – the ITIL Specialist actively engages with internal Technology teams and service provider teams to ensure that IT staff and ITSM tool sets are equipped for efficient and effective execution of ITSM processes. This position serves as the owner for ITSM processes, including Incident Management, Change Management, Problem Management, IT Asset Management, Knowledge Management, Service Request Management, and the planning and controlling of configuration items (CIs) and their interrelationships. This position requires a keen focus on customer experience, operational stability, and major incident reduction. Reporting to the Director of Service Management, this position serves as part of the Service Management function in close partnership with the IT Help Desk, Application Solution, and Infrastructure Solution teams to drive operational excellence and continual improvement.

Duties and Responsibilities:

• Oversees the Firm’s ITSM framework and governance in partnership with the Director of Service Management, inclusive of incident management processes, problem management routines, technical change management processes, IT asset management, knowledge management, service request management, and the planning and controlling of configuration items (CIs) and their interrelationships.

• Champions the incident ticket lifecycle to design ITSM standards from the vantage point of end-users.

• Serves as the business owner of enterprise service management solutions, actively leading the design and experience for IT and non-IT users.

• Actively works with cross-functional stakeholders to identify and apply design enhancements to ITSM technology to drive process effectiveness and uphold ITSM standards.

• Leads the technical change approval process and associated standards / checklists required to promote solutions into production environments, working closely with responsible owners to carry-out mandatory activities (e.g., Quality Assurance & Testing Manager on certification, contingency, backout plans).

• Manages the IT Release / Deployment Calendar (operational and project-based) in partnership with the Quality Assurance and Testing Manager, and works closely across the Applications Solutions, Infrastructure Solutions, and Service Management teams to create a shared, centralized view of all releases and technology deployments.

• Works with the Director of Service Management to define the Firm’s ITSM strategy and standards, along with policies and processes for facilitating ITSM activities. Partners across all the functional areas within IT to ensure that processes are implemented, followed, and aligned with business needs.

• Actively applies proven analytical and problem solving skills to coordinate and provide consistency to Service Management processes across the IT organization.

• Liaises with key stakeholders across the Firm to identify opportunities for ITSM process optimization and improvement.

• Creates methodologies and processes for the collection and analysis of Service Management performance data.

• Defines and keeps consistent service management levels in partnership with IT functional leadership and solution / service team owners.

• Ensures that IT service level agreements (SLAs) are understood and measured for delivery.

• Defines and communicates Service Management KPIs and other relevant information to key stakeholders and IT leaders, with ownership of recurring metric reviews with IT Leadership.

• Informs the strategic design of the firm’s ITSM technology systems and solutions, partners with IT solution teams and 3rd party providers as needed to apply and maintain features.

• Stays abreast of industry trends and best practices relative to ITSM, cultivates and disseminates knowledge across IT teams.

• Manages risks and issues that may affect IT services and end-user productivity.

• Maintains the ongoing ITSM budget required for achieving established strategic objectives.


• College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical field. Master’s degree is preferred.

• Appropriate technical certification(s) are preferred (e.g., ITIL v4).

• 7+ years of relevant experience, ideally in a large law firm setting, a comparable professional services organization, or a legal information services provider.

• Demonstrated experience designing an ITSM framework, preferably in a professional services or legal firm.

• Demonstrated experience with global, tiered IT support models.

• Demonstrated experience working in a time-sensitive, high-visibility environment.

• Demonstrated experience building frameworks for performance indicators and service level standards.

• Demonstrated experience serving as the business owner of enterprise service desk technology solutions (e.g., ServiceNow) to inform design, process and user experience, configuration, and ongoing enhancements.

• Experience in leading and influencing IT staff of all levels to adopt ITSM standards, processes, and controls.

• Experience with business process reengineering to achieve performance improvement outcomes.

• Strong service orientation, and an understanding of the importance of developing effective working relationships with users and organizational stakeholders of all levels.

• Demonstrated ability to serve as a change agent, leading and inspiring others to act, especially under circumstances when change is unpopular.

• Highly motivated, analytical, organized, and efficient.

• Excellent problem solving and debugging skills.

• Ability to work well under pressure.

• Ability to work as part of a team and lead other

Tagged as: Information Technology Infrastructure Library (ITIL) Specialist