ISC2 · 19 hours ago
IT Service Management Operations Lead
United States
Full-time
Remote
Senior Level
7+ years exp(ISC)2 is the world’s leading nonprofit member organization for cybersecurity professionals, dedicated to creating a safe and secure cyber world. The IT Service Management Operations Lead oversees IT operations, focusing on optimizing processes, managing the Atlassian suite, and driving service improvements across the organization.
AssociationCyber SecurityEducationNon ProfitSecurity
Responsibilities
Lead day-to-day ITSM operations, ensuring timely and effective management of incidents, service requests, and problems
Administer, configure, and support Jira Software, Jira Service Management, and Confluence, including workflows, fields, permissions, schemes, automation rules, and integrations
Ensure governance, standardization, and best practices across all Atlassian configurations
Identify and drive service improvement opportunities to enhance operational efficiency and customer experience
Monitor queue performance, SLA adherence, and service quality metrics
Serve as Chair of the Change Advisory Board (CAB), leading change reviews, evaluating RFCs, and maintaining readiness and documentation for all changes
Enforce standardized change management policies aligned with ITIL best practices
Monitor change success rates, risk levels, and post-implementation outcomes
Collaborate with stakeholders to ensure accurate risk assessments, communication, scheduling, and approvals
Administer Aquera integrations to support automated onboarding, offboarding, and identity lifecycle management
Manage configuration, troubleshooting, and continuous improvement of Aquera workflows and connectors
Partner with HR, Security, and IT teams to validate data mappings, maintain integration health, and ensure data accuracy across systems
Support audit and compliance activities through proper documentation and data integrity practices
Design, build, and deploy automation solutions using Jira Automation, JSM workflow engines, Confluence templates/macros, and related tools
Implement automated workflows for ticket management, approvals, provisioning, escalations, and reporting
Collaborate with internal partners to identify bottlenecks and develop automation roadmaps
Document automation solutions and ensure configurations remain scalable and sustainable
Lead maturity initiatives across incident, problem, change, request, knowledge, and asset management processes
Develop and maintain ITSM policies, playbooks, and standard operating procedures (SOPs)
Analyze process performance, identify optimization opportunities, and implement improvements
Maintain CMDB and asset lifecycle processes where applicable
Partner with Infrastructure, Security, HRIS, Application Support, and other teams to align ITSM operations with organizational objectives
Serve as an escalation point for complex incidents and service management challenges
Coordinate with vendors and service providers regarding tools, integrations, enhancements, and support contracts
Develop and maintain ITSM dashboards and reports to monitor SLAs, KPIs, service trends, and operational health
Present data-driven insights and improvement recommendations to senior leadership
Support audit, compliance, and governance reporting related to ITSM and HR integrations
Perform additional duties as assigned
Qualification
Required
Proven ability to collaborate across all levels of the organization, including business units and technical teams
Skilled in analyzing data, identifying trends, and driving process improvements
Technical aptitude for designing complex workflow logic and administrative configurations
Strong written and verbal communication skills
Strong documentation skills
Effective analytical, problem-solving, and decision-making abilities
Ability to deliver clear, data-driven presentations
Demonstrated success managing incident, problem, change, and request management processes
Strong understanding of ITIL; ITIL Foundation or Practitioner certification
Bachelor's degree in Information Technology, Computer Science, or related field. Will consider candidates with a High School Diploma and 10 years of IT Service Management experience
7+ years of IT Service Management experience with hands-on administration of Jira Service Management or similar platforms (e.g. ServiceNow, FreshWorks, Zendesk.)
Advanced expertise with Atlassian tools, including configuration, workflow design, automation, permission management, and integration support
Proven experience designing and deploying automation within ITSM platforms
Direct experience with HR or identity lifecycle integrations
Preferred
ITIL Foundation or Practitioner certification
Aquera experience
Experience leading or facilitating a Change Advisory Board (CAB)
Atlassian certifications (ACP series)
Company
ISC2
ISC2 is the world’s leading member organization for cybersecurity professionals, driven by our vision of a safe and secure cyber world.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Debra Taylor
Chief Financial Officer
Casey Marks
Chief Qualifications Officer
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