ITSM Engineer

Ready to be a Titan?

ServiceTitan is seeking an ambitious, motivated Senior ITSM Engineer (Change) to join our Corp Engineering team in one of the fastest growing tech startups in Southern California, backed by the best VC firms in the SaaS space.

We are looking for someone with a technical background in ITSM strategy and a track record of setting and driving strategy and roadmap for a successful Service Management process. You will impact ServiceTitan's growth by contributing to the development, oversight and execution of our operations strategy. You will report to our Director, Shared Services. This role will support the Corp Engineering Shared Services team, and will work closely with the Business, Enterprise, Data, Infosec and Infrastructure teams.

In this role, you will play a key role in ensuring projects (change initiatives) meet objectives on time and on budget by increasing employee adoption and usage. This person will focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. The primary responsibility will be creating and implementing change management strategies and plans that maximize employee adoption and usage and minimize resistance. The change manager will work to drive faster adoption, higher ultimate utilization of and proficiency with the changes that impact employees. These improvements will increase benefit realization, value creation, ROI and the achievement of results and outcomes.

What you'll do:

• Become a Change Management evangelist in integrating Change Management activities into project plans for teams enabling the success of the organization.
• Facilitate a Change Management Lifecycle framework using industry best practices and standards at the organizational level.
• Ensure, build and test a Change Management process that captures the following but isn't limited to Change Request submissions, approvals, risks and rollbacks in a CMDB.
• Incorporate feedback from leadership, sponsors, lessons learned into the change management program and track to completion via documentation and delivery of process training programs.
• Develop trusting and productive relationships with stakeholders and project teams across domains.
• Participate and coordinate with Release Management, Incident Management, and other functional teams to assess and ensure Change Request tasks are properly completed.
• Provide weekly, monthly, quarterly operational status with success and trend metrics.
• Lead by example with your behavior by demonstrating adaptability, flexibility as you facilitate Change Management to drive business results.
• Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
• Support the design, development, delivery and management of communications.
• Assess the change impact
• Conduct impact analyses, assess change readiness and identify key stakeholders.
• Support training efforts
• Provide input, document requirements and support the design and delivery of training programs.
• Complete change management assessments
• Identify, analyze and prepare risk mitigation tactics
• Identify and manage anticipated resistance
• Consult and coach project teams
• Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
• Support and engage senior leaders
• Coach managers and supervisors
• Support organizational design and definition of roles and responsibilities
• Coordinate efforts with other specialists
• Integrate change management activities into project plan
• Evaluate and ensure user readiness
• Manage stakeholders
• Track and report issues
• Define and measure success metrics and monitor change progress
• Support change management at the organizational level
• Manage the change portfolio
• Review and update all of the above on a quarterly cadence

What you'll need:

• 7+ years' of Change management experience within a fast growing technology company
• A solid understanding of how people go through a change and the change process
• Experience and knowledge of change management principles, methodologies and tools
• Experience with large-scale organizational change efforts
• Change management certification or designation desired
• Strong prioritization and problem solving skills
• Direct experience managing day to day and training related to ITSM solution and processes
• Excellent presentation, communication, and interpersonal skills to work cross functionally
• Ability to work cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem-solving, and results
• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail
• Intelligent, quick thinking, and fast learning team player

Be Human With Us:

Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.

What We Offer:

When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.