Job Details

Senior ITSM Implementation Specialist - Information Technology

Join to apply for the Senior ITSM Implementation Specialist - Information Technology role at Punahou School

Senior ITSM Implementation Specialist - Information Technology

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Join to apply for the Senior ITSM Implementation Specialist - Information Technology role at Punahou School

From K – 12, technology is an integral part of learning. At Punahou School, the Information Technology (IT) department strives to create an environment where access to and support for digital information, tools, devices, and rich learning opportunities are fully integrated throughout the K – grade 12 environment.

Responsibilities

The Senior Information Technology Service Management (ITSM) Implementation Specialist provides strategic leadership and expert guidance in the end-to-end delivery of complex ITSM solutions for internal stakeholders and key clients. This role requires a unique blend of technical expertise, project management, and business insight to successfully design and implement scalable ITSM systems that align with organizational objectives and drive adoption. With a deep understanding of ITSM principles and extensive hands-on experience, this specialist will lead full lifecycle implementations—from requirements gathering to deployment. Responsibilities include, but are not limited to:

ITSM Implementation & Technical Leadership

• Lead end-to-end ITSM implementations, including requirements gathering, system design, configuration, testing, and deployment.
• Architect and oversee development of custom applications and integrations using scripting languages and APIs.
• Perform system administration tasks such as user management, security settings, and proactive maintenance.
  
  

Platform Optimization & Development

• Customize build plans, workflows, and repositories for efficient and maintainable implementations.
• Create and maintain dashboards, KPIs, and SLAs to monitor service performance and highlight improvement areas.
• Design and manage a customer-facing service management portal to promote self-service and adoption.
  
  

Process & Strategy Alignment

• Support ITIL processes (incident, change, problem, configuration, asset, service request, and catalog management) to align with best practices and organizational goals.
• Provide expert consultation on aligning new or existing services with the ITSM strategy.
• Champion continuous service improvement and identify opportunities for innovation and optimization.
  
  

Stakeholder Engagement & Communication

• Collaborate with senior leadership and stakeholders to translate high-level business needs into scalable technical solutions.
• Communicate complex technical concepts to non-technical stakeholders effectively.
• Participate in pre-sales activities such as demonstrations and proof-of-concept development.
  
  

Documentation, Training & Support

• Develop and maintain comprehensive technical and user-facing documentation.
• Deliver training for end-users and administrators to drive successful platform adoption.
• Troubleshoot complex issues and manage escalations with 3rd party vendors when needed.
  
  

Team Leadership & Mentoring

• Lead and mentor cross-functional project teams including project managers, analysts, and QA specialists.
• Promote and institutionalize ITSM best practices across the organization and client teams.
  
  

Position Details

• Work Year: 12 month
• Work Hours: Monday through Friday, 7:30 AM – 4:00 PM. After work hours, weekends, holidays for special events as needed.
• Minimum of Salary Range*: $108,0000 - Compensation is commensurate with qualifications.
• Punahou School offers a comprehensive total rewards program that includes competitive pay. The salary, if displayed, is the minimum salary for the position. Pay for selected candidates will be determined by various factors such as knowledge, skills, abilities, relevant training and experience, and internal equity.
  
  

Minimum Qualifications

• Bachelor's Degree in Informational Technology, Computer Science, or Information Systems, or a technical area of study or equivalent work experience
• Five (5) years of Information Technology experience in all of the following:
• administrator/developer/implementer capacity, administering a service management environment
• comprehensive knowledge of IT service management principles and the ITIL framework, including best practices
• advanced technical skills in configuring, customizing, and extending enterprise-level software platforms, including ServiceNow scripting language and APIs
• Certifications:
• Certified System Administrator (CSA)
• Certified Implementation Specialist – IT Service Management (CIS-ITSM)
• Experience with JavaScript, XML, HTML, and knowledge of LDAP/Active Directory, Jira connectors, and web services
• Proven ability to lead complex implementation projects from inception to completion, with strong project management skills (task identification, prioritization, documentation) and familiarity with agile methodologies
• Strong analytical and problem-solving skills, with the ability to translate business requirements into effective technical solutions
• General familiarity with industry terminology, acronyms, and initialisms, with a customer service orientation and a team-player mindset
  

Preferred Qualifications

• Certified System Administrator (CSA) in ServiceNow.
• Certified Implementation Specialist – IT Service Management (CIS-ITSM) in ServiceNow
• ServiceNow Certified Applications Developer (CAD) Certification
• ITIL v4 Foundations Certification
• Three (3) years of general ServiceNow platform experience
• Three (3) years of ServiceNow implementation experience

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Primary and Secondary Education

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