Senior IT Service Manager

Howmet Aerospace is currently in search of a Senior IT Service Manager to join the Global Information Systems group in Pittsburgh, PA.

The Senior IT Service Manager serves multiple roles within the ITSM framework. First, the successful candidate will be responsible for corporate IT infrastructure policy, standards and procedures as they pertain to IT Change Management. The candidate will govern these processes and lead the weekly change control meetings. The candidate will be responsible for continuous improvement in this space and will need to maintain accurate documentation of the processes and the changes themselves.

Also, this role will own and maintain the IT configuration management database (CMDB). This effort will require competence in both the design aspects of ServiceNow CMDB as well as understanding the dependencies within ServiceNOW that are required to ensure completeness of data. The successful candidate will be capable of efficiently processing requests, creating and updating content, maintaining records and process improvement. Key to this effort will be the requirement to map software applications/databases to the hardware that they reside on. Additionally, expertise in ServiceNow Common Service Data Model (CSDM), IT Asset Management (ITAM), Discovery, Problem Management, Service Mapping, Patterns, and the CMDB Data Manager is highly desired.

• Act as the ITIL champion both within Howmet corporate IT (GIS) and Howmet business units.
• Owns and governs the enterprise configuration management database.
• Analyzes and approves incoming requests for change to CMDB and core foundation data.
• Creates and updates or otherwise maintains CMDB records as needed.
• Audits the data within the CMDB to ensure accuracy and conformance to processes.
• Develops enterprise application to hardware relationship maps via ServiceNOW
• Moves Howmet forward as it pertains to the design and organization of our CMDB data by utilizing the common service data model, discovery and service mapping.
• Develops and maintains the IT Infrastructure Service Catalog
• Creates and maintains internal chargeback for Infrastructure organization
• Owns, maintains, and governs the corporate IT change process for Infrastructure.
• Facilitates weekly change management meetings for the IT Infrastructure group .
• Hosts/Facilitates the IT daily management meeting.
• Effectively documents policies, standards and processes pertaining to their areas of responsibility.
• Owns ITIL Problem Management process for the IT infrastructure organization
• Take part in ServiceNow upgrade and change related testing exercises.

• Serve as a member of our core ServiceNow team to help guide the direction and use of the tool while being the lead for CMDB and change management.

• Working knowledge of the ServiceNow Change Management Module.
• Maintains and conducts end-user training on a periodic basis.
• Participates in internal/external audits as needed
• Take part as a project team member on projects relating to areas of responsibility.
• Assist the Disaster Recovery coordinator with tasks associated with the Disaster Recovery process.

• High school diploma.
• Minimum 5 years in ServiceNow and ServiceNow CMDB or a similar system
• Minimum 7 years of IT infrastructure experience.
• Experienced in using Microsoft Office and O365 tools including Excel, Teams and SharePoint.
• Experience with ServiceNow CMDB in the following areas:
  • Common Service Data Model (CSDM)
  • IT Asset Management (ITAM)
  • Discovery
  • Service Mapping
  • Patterns
  • Data Manager
• Experience with ITSM processes, including but not limited to IT Asset Management, IT Change Management and IT Problem Management.
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of Hire. Visa sponsorship is not available for this position.

• Bachelor's degree in Information Sciences, Information Technology or Computer Science from an accredited institution.
• 10 years of IT infrastructure experience.
• ITIL Certification.
• ServiceNOW Certification
• Knowledge of ServiceNow foundation data/tables.
• AWS or Microsoft Azure Cloud experience
• Excellent verbal and written communication skills.
• Team Leadership and/or Project Management Experience
• Self-motivated, problem solving oriented with keen attention to detail and excellent judgment skills.

Salary Range: $140,000 - $165,000/year approximation (actual compensation is subject to variation due to factors such as education, experience, skillset, and/or location).