IT Service Management; ITSM Service Delivery Specialist

IT Service Management (ITSM) Service Delivery Specialist

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Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our journey as we strive to transform the insurance carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.
Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today.

We strive to make both our internal and external communities better everyday! Learn more about why you want to be here!

PURPOSE OF THE JOB

The IT Service Management (ITSM) Service Delivery Specialist drives excellence in ITSM processes and solutions. The role ensures seamless service delivery, integration, and continuous improvement across the organization. The ITSM Service Delivery Specialist will play a strategic role in key initiatives, mentor team members, and partner with senior leadership to support enterprise-wide ITSM goals.

Essential Duties And Responsibilities

• Design, enhance, and maintain Service Now modules including Request Management, Service Catalog, CMDB, Asset Management, Event Management, Employee Center, Virtual Agent, and Software Asset Management.
• Maintain and improve the Service Now Employee Center. Create intuitive, user-friendly experiences that enable self-service and streamline fulfillment of workflows.
• Collaborate with stakeholders to gather requirements, document workflows, and design scalable Service Now solutions that align with business needs.
• Design and optimize workflows for Request Fulfillment, Employee Center, Service Catalog, Service Now-Workday integration & other continuous improvement initiatives.
• Lead Workday–Service Now integration and other system integrations to streamline HR and IT processes.
• Ensure compliance with ITIL best practices and organizational standards.
• Collaborate with business units to understand needs and deliver tailored ITSM solutions.
• Provide training and support for Service Now functionalities and ITSM processes.
• Serve as a key liaison between technical teams and business stakeholders, ensuring clarity, alignment, and timely updates on project and service delivery outcomes.
• Identify automation and optimization opportunities within ITSM processes to improve service quality, reduce operational effort and enhance user satisfaction.
• Leverage a deep understanding of the Service Now platform to recommend best practices, identify improvement opportunities, and support integrations across ITSM modules.
• Implement and manage SLA/KPI tracking, Service Now analytics, service mapping, discovery, and service workflows.
• Monitor service performance, manage SLAs, and drive continuous improvement initiatives.
• Develop automation strategies to improve efficiency and reduce manual effort.

Required Education And Experience

• Bachelor’s degree in computer science, management information systems, engineering, or related field.
• Minimum 7-8 years of experience in ITSM, Service Now, and IT operations roles.
• Experience designing and successfully implementing a Service Now Request Management and Employee Center.
• Experience successfully implementing a Service Now-Workday integration and other enterprise system integrations.
• Expertise in Request Management, Service Catalog, CMDB, Event Management, SLA Management, Known Error.
• Experience in Database, Knowledge Management, Asset Management, Software Asset Management.
• Experience in requirement gathering, workflow design, and process optimization.
• Experience preparing and conducting ITSM process training and Service…