ITSM Platform Lead

Job Locations US-AZ-Chandler
Information Technology
Regular Full-Time


We are seeking an ITSM Platform Lead to join our team supporting ICE ITESS in Chandler, AZ.


The team provides enterprise-wide technical and programmatic support services in support of the ICE Mission.  Performance requirements  are identified  to goals, technical and schedule requirements, deliverables, and report requirements for ICE OCIO Incident/Problem Coordination (I/PCT), Change Management, ICE Network Operations Center (NOC), Enterprise Email and Domain Management (EEDM), Enterprise Services and Tools Operations & Maintenance (ESTOM), and ITSM (ServiceNOW).  The Contractor shall work in partnership with each areas’ respective Government Task Managers (GTM) and maintain clear communications and mutually supportive relationships with OCIO, ICE Programs, and other DHS Components


TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.


We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

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Responsibilities & Qualifications


  • The IT Service Management Platform Lead is responsible for oversite in design, implementation, management, and reporting on the core ITSM processes, such as Incident, Problem, Change, Knowledge, Service Catalog, Service Portal, CMDB, Service Mapping, Service Catalog Software Asset Management, etc. They will serve as the subject matter expert in the specific process areas, representing the processes to all stakeholder, reporting on performance, and developing recommendations for continual service improvement. Work in conjunction with ITSM (ServiceNOW) development and administration teams to perform ITSM platform related tasks

  • Serve as a liaison between business and technical aspects of projects. Plan project stages and assess business implications for each stage.
  • Plans, designs, and implements ITSM processes to meet current and evolving business requirements of internal stakeholders across the company
  • Manages the development of procedures, work instructions, and templates to support process execution
  • Manage all stages of the Service Delivery lifecycle including Service Strategy, Design, Transition, Operations, and Continual Service Improvement
  • Leads the configuration and implementation of a solution that supports those processes
  • Leverages knowledge and hands-on experience to identify and champion recommendations for improvements opportunities for each process area
  • Monitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities; leads quality assurance activities related to process
  • Ensures compliance with process-specific standards and policies
  • Leads analysis, evaluation, and assessment of process performance measurements
  • Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
  • Oversee the configuration, deployment and implementation of ITSM related tools and processes
  • Produce or provide quality control over contract deliverables.
  • Provide proposed solutions and level of effort estimates to meet customers business requirements
  • Work effectively in a multi-contractor environment


  • Bachelor of Science in Information Systems, Information Technology, Management / Business Management, Engineering or Computer Science
  • Experience (10+ years) establishing and implementing Project Management, IT Service Management (ITSM) services
  • Excellent writing, speaking and interpersonal skills, with demonstrated client-facing roles.
  • Background in Management Consulting, helping clients solve specific challenges or roadmap strategies to obtain mission objectives. Exhibit problem solving abilities and logical objectivity, with ability to apply research, analyze internal data, interview and extract pertinent information from people and prepare and present analysis.
  • Experience (5+ years) with the aspects of ITIL processes encompassing Change, Knowledge and incident\Problem Management.
  • Demonstrated experience leveraging the ITSM (ServiceNOW) ITSM platform
  • Active Top Secret clearance with SCI eligibility

Additional Job Information


  • Establish Focus
  • Change Management
  • Develop Others
  • Oral Communication
  • Written Communication
  • Interpersonal Awareness
  • Build Relationships
  • Analytical Thinking
  • Conceptual Thinking
  • Strategic Thinking
  • Technical Expertise
  • Initiative
  • Foster Innovation
  • Results Oriented
  • Teamwork
  • Customer Service


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • Location: Chandler, AZ
  • Type of environment: Office
  • Noise level: Low
  • Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
  • Amount of Travel: At least 25%


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.



US Citizen

Top Secret with SCI Eligibility Clearance



Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.



In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.


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