ITIL Service Management Senior

Indianapolis Tower
Indianapolis, IN 46206, USA

At One America Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!

The ITIL Service Management Senior role leads the strategy, governance, design, and continuous improvement of Change Management and Service Catalog Management within the Service Now platform. The position ensures changes are well‑controlled and low‑risk while maintaining an accurate, user‑friendly service catalog that supports efficient IT service delivery across the organization.

This role heavily collaborates with infrastructure, application, security, operations, business teams, and managed service providers to deliver mature, optimized, and compliant ITSM processes aligned with ITIL and Service Now best practices.

Key Responsibilities:

• Develop and govern the Change Management strategy, policies, and maturity roadmap.
• Lead or participate in CAB meetings.
• Ensure alignment with ITIL/Service Now standards and guide MSP teams.
• Own the strategy and lifecycle of the enterprise Service Catalog.
• Define catalog structure, workflows, request models, and fulfillment processes.
• Maintain accurate, intuitive catalog content with service owners.

• Continuously improve change and catalog workflows.
• Ensure alignment with Incident, Problem, CMDB/CSDM, Asset, Release, and Request Fulfillment processes.

• Oversee configuration, automation, templates, and risk/impact models.
• Partner with developers and architects to implement enhancements.

• Develop dashboards and KPIs (e.g., change success rate, catalog cycle times).
• Support audits and ensure compliance with internal and regulatory controls.

• Train and coach teams.
• Serve as SME for Change Management and the Service Catalog.
• Collaborate with MSPs for consistent service delivery.

• Bachelor’s degree or equivalent experience.
• 5+ years ITSM work experience.
• 3+ years hands-on with Service Now (Change Mgmt & Service Catalog).
• Strong ITIL knowledge and experience with workflows, automation, Flow Designer, RACI, and service fulfillment.
• Understanding of infrastructure, cloud, application, and Dev Ops environments.
• Strong understanding of operational dependencies across infrastructure, cloud, application, and Dev Ops environments.

• ITIL v3 or ITIL 4 Certification.
• Service Now Certified System Administrator (CSA).
• Service Now CIS – ITSM or CIS – Change Management.
• Experience managing enterprise or global-scale Change and Catalog processes.
• Experience with Agile, Dev Ops, CI/CD pipelines, and release automation.

Salary Band: 6C

This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team building and collaboration.

We offer a comprehensive total rewards package designed to support you both at work and l‑time and part‑time associates working 30 or more hours per week are generally eligible for benefits, including but not limited to:

• Medical & prescription, dental, vision insurance
• Health Savings Account & Flexible Spending Accounts
• Paid Time Off
• 10 weeks 100% paid parental leave (after completing 12 months of employment)
• 401(k) Plan with company match
• Pension Plan
• Company paid life & disability insurance
• Wellness Program & Company paid employee assistance program
• Clinic access subject to location* (
  * Indianapolis, Charlotte, Cincinnati)

If you are offered and accept this position, please be advised that One America Financial does not have any offices located in the State of New York and One America Financial associates are not permitted to work remotely in the State of New York.

Selected employees must be able to perform the essential functions of the…