Senior ITSM Specialist

Your Impact

At the Pennsylvania Turnpike Commission, technology is more than infrastructure—it's a critical enabler of how we serve our employees, customers, and communities. We're seeking a Senior ITSM Specialist to help drive the evolution of enterprise service management practices across the organization. This is a high-impact opportunity for a strategic thinker, process owner, and continuous improvement champion who is passionate about delivering exceptional technology services through governance, automation, and operational excellence. If you're energized by solving complex organizational challenges, driving meaningful change, and improving how technology services are delivered at scale, this role is for you.

What You'll Do

Own and Evolve Enterprise ITSM Processes

• Serve as the primary owner for Change Management and Problem Management, ensuring processes are effective, efficient, and aligned with organizational goals.
• Establish governance frameworks, performance metrics, and operational standards that drive consistency and accountability. 

Drive Operational Excellence

• Oversee incident governance activities to ensure adherence to service management standards and best practices.
• Analyze trends, metrics, and operational data to develop actionable recommendations and continuous improvement initiatives.
• Collaborate across technical and business teams to strengthen service delivery and operational maturity. 

Shape the Future of ServiceNow

• Partner with stakeholders to identify opportunities for ServiceNow optimization, process automation, and workflow enhancements.
• Support the ongoing evolution of the platform to improve efficiency, transparency, and user experience.
• Translate business needs into scalable service management solutions that create measurable value. 

Influence Enterprise Transformation

• Develop policies, procedures, documentation, and knowledge resources that support sustainable service management practices.
• Serve as a trusted advisor to leadership and cross-functional teams on ITSM strategy, governance, and continual service improvement. 

This is an opportunity to do more than manage processes—you'll help define how technology services are delivered across a statewide organization. You'll work alongside talented professionals, influence strategic technology initiatives, and help build a modern, service-focused IT organization committed to innovation, accountability, and continual improvement. If you're ready to lead meaningful changes and elevate enterprise service management, we encourage you to apply.

What We're Looking For

We're seeking someone who combines technical expertise with strong business acumen and a passion for service excellence. Successful candidates will demonstrate:

• Deep knowledge of IT Service Management principles and frameworks.
• Experience leading Change Management, Problem Management, Incident Management, or Continual Improvement initiatives.
• Strong understanding of governance, process design, operational controls, and performance measurement.
• Experience working with enterprise ITSM platforms, preferably ServiceNow.
• A continuous improvement mindset focused on delivering measurable business outcomes.
• ITIL certification or advanced knowledge of ITIL practices.

Qualifications

• Nine (9) years of IT experience in a large systems environment which includes at least two (2) years of experience in technology analysis, business analysis, planning, IT Service Management, quality assurance, or enterprise architecture development methodologies; 
  OR
• Five (5) years of IT experience in a large systems environment which includes at least two (2) years of experience in technology analysis, business analysis, planning, IT Service Management, quality assurance, or enterprise architecture development methodologies AND a bachelor's degree in information technology or other related field; 
  OR
• One (1) year as a Technology & Innovation Specialist with the PTC.
  Equivalent combination of education and/or experience may be accepted. 

Competencies

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems involving reaching/grasping and repetitive motions. Position may require occasional travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions. 

Disclaimer

The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.