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Role Description Codeworks, an LRS company, is seeking a Business Intel Architect for a Contract opportunity. Our client is seeking a Data & Reporting Analyst to support complex data and reporting efforts. This role partners with stakeholders to gather requirements, analyze data, and deliver accurate, compliant reports. The position plays a key role in transforming data into meaningful insights that support business and program needs. This is a 100% remote position, but the applicant must live in Wisconsin. - Develop, maintain, and analyze standard and ad hoc reports - Gather and document reporting requirements from stakeholders - Write and optimize queries using tools such as SQL or SAS - Validate report outputs to ensure accuracy and data integrity - Translate business and policy requirements into technical solutions - Support compliance with applicable regulations and standards - Create documentation, including data flows, requirements, and user guides - Assist with testing, troubleshooting, and implementation of reporting solutions - Collaborate with cross-functional teams and vendors - Provide status updates and support small to medium-sized projects Qualifications - Experience in data analysis, reporting, or business analysis - Proficiency with data tools and relational databases (e.g., SQL, SAS, Oracle, MS SQL) - Ability to gather, document, and validate requirements - Strong analytical, organizational, and problem-solving skills - Clear written and verbal communication skills - Experience working with reporting or data visualization tools (e.g., Power BI, Tableau, SSRS) - Familiarity with data concepts such as data warehousing, ETL, and data modeling Requirements - The base range for this contract position is $60.00-$70.00/hour per hour, depending on experience. - The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. - Individual pay is determined by work location and additional job-related factors. Company Description Codeworks, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status. In some cases, Codeworks, an LRS company, uses generative artificial intelligence (“AI”) in support of our hiring processes. Codeworks takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.

Role Description Codeworks, an LRS company, is seeking a Business Analyst for a Contract opportunity. This role offers the chance to apply your skills in support of meaningful work for one of our client partners. Join a team supporting enterprise applications and business processes within a complex, multi-platform environment. In this role, you will collaborate with technical teams, business partners, and stakeholders to analyze needs, improve processes, and deliver effective, user-focused solutions. This position is 100% remote, but the candidate must live in Wisconsin. Key Responsibilities - Perform business analysis activities across production systems and project portfolios - Collaborate with project managers, developers, and business stakeholders to achieve shared objectives - Gather, analyze, and document clear, testable business requirements - Translate business needs into functional and technical solutions for diverse audiences - Create and maintain Agile artifacts such as product backlogs and user stories - Support prioritization efforts in coordination with product owners and stakeholders - Analyze current and future-state business processes, systems, and data flows - Develop process maps, flow diagrams, entity-relationship diagrams, and traceability matrices - Contribute to testing efforts, including system, integration, and user acceptance testing - Help identify risks and develop contingency plans to support successful delivery - Facilitate communication and build strong working relationships across teams - Assist in issue resolution and continuous improvement initiatives Qualifications - Experience in business analysis or related roles within an IT or technical environment - Ability to gather and document business and functional requirements - Strong analytical and problem-solving skills - Experience working in collaborative environments (Agile, Waterfall, or hybrid) - Clear and effective verbal and written communication skills - Ability to explain complex concepts to both technical and non-technical audiences - Experience creating process flows, diagrams, and documentation - Familiarity with software development lifecycle and testing practices Requirements - The base range for this contract position is $35.00 - $45.00 per hour, depending on experience. - The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. - Individual pay is determined by work location and additional job-related factors. Company Description Codeworks, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status. In some cases, Codeworks, an LRS company, uses generative artificial intelligence (“AI”) in support of our hiring processes. Codeworks takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.

Role Description Fulcrum Consulting, an LRS company, is seeking a Senior Project Coordinator with our client in Minneapolis, MN. Our client is seeking a Project Coordinator to join their Strategic Portfolio Management Office (SPMO) to support enterprise-wide strategic initiatives. In this role, you will help drive projects from initiation through completion, ensuring successful delivery and realization of intended business value. The Project Coordinator will translate project objectives into actionable requirements, align stakeholders, identify and escalate project risks, and support the rollout and adoption of new capabilities across the organization. - Plan, schedule, and monitor project timelines, milestones, and deliverables across multiple concurrent initiatives. - Facilitate project meetings by preparing agendas, documenting meeting notes, and tracking action items through completion. - Maintain project documentation, including status reports, risk logs, issue logs, and change requests. - Coordinate cross-functional teams to ensure alignment, accountability, and timely delivery of project objectives. - Identify, assess, and escalate project risks, issues, and blockers to appropriate stakeholders. - Support organizational change initiatives by communicating the benefits of new processes, tools, and customer service approaches. - Develop and maintain key project deliverables, including: - Business requirements documentation - Process flows - Forms and reports - Training and support materials Success in this role will be demonstrated through: - Delivery of high-quality work with minimal rework. - Clear, proactive communication and strong stakeholder alignment. - Successful implementation of project deliverables that achieve targeted business outcomes and value. Qualifications - 3+ years of experience in a Project Coordinator role supporting large-scale strategic initiatives. - Strong analytical, organizational, communication, and collaboration skills. - Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, and Teams. - Ability to effectively leverage AI tools and technologies to improve productivity and work outcomes. Requirements - The base range for this contract position is $30-$60 per hour, depending on experience. - The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. - Individual pay is determined by work location and additional job-related factors. Benefits - Fulcrum Consulting, an LRS company, is an equal opportunity employer. - Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship status or protected veteran status. - In some cases, Fulcrum Consulting, an LRS company uses generative artificial intelligence (“AI”) in support of our hiring processes. - LRS takes steps to ensure the use of AI does not result in discrimination based on protected class(es). - AI may be used in the hiring process solely in support of the assessment of candidate qualifications. - All decisions in the hiring process are made by LRS employees. - If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. - If you have any questions, please contact us by clicking here.

Role Description Codeworks, an LRS company, is seeking a Data Warehouse / ETL Developer with strong experience in Informatica and data warehouse design to support enterprise data initiatives for a contract position. In this role, you will contribute to the design, development, and optimization of data integration solutions that support business intelligence and analytics. You will work closely with technical teams and business stakeholders to deliver reliable, high-quality data solutions and help drive continuous improvement across the organization. This role is remote, and candidates must reside in Wisconsin. Key Responsibilities - Design, develop, test, and maintain ETL processes using Informatica - Create and maintain ETL mapping specifications for data warehouse solutions - Collaborate with business and technical teams to gather requirements and implement effective solutions - Support data warehouse initiatives, including data integration, transformation, and loading processes - Ensure data accuracy, consistency, and reliability within the data warehouse - Monitor and optimize performance, including tuning ETL processes and data structures - Maintain data security and follow established data governance practices - Provide guidance and support to team members as needed - Stay informed on emerging technologies and recommend improvements aligned with industry standards Qualifications - 6–9 years of experience in data warehouse development or related experience - Advanced experience with Informatica - Strong experience in data warehouse design and development - Experience with data integration strategies and solutions - Strong SQL skills for data analysis and data management - Ability to translate business requirements into technical solutions - Experience working with both relational and dimensional data models - Understanding of slowly changing dimensions (SCDs) Requirements - The base range for this contract position is $50.00 - $60.00 per hour, depending on experience. - The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. - Individual pay is determined by work location and additional job-related factors. Company Description Codeworks, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status. In some cases, Codeworks, an LRS company, uses generative artificial intelligence (“AI”) in support of our hiring processes. Codeworks takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.

Role Description Looking for more than just an assignment? We're looking for you! This isn't just another assignment, but a real opportunity and a challenge for the right person. LRS Consulting Services is seeking a D365 CE Functional Consultant for a contract opportunity with our client! The Senior Microsoft Dynamics 365 Customer Engagement (CE) Functional Consultant will support the continued rollout, stabilization, and optimization of our enterprise CRM platform across multiple business units. This role requires approximately 10% travel for onsite workshops, stakeholder meetings, and key project milestones as needed. Key Responsibilities: - Functional Design & Delivery: - Lead requirements discovery workshops with business stakeholders to gather, analyze, and document: - Business processes - Functional requirements - User stories and acceptance criteria - Translate business needs into fit-for-purpose Dynamics 365 CE configurations, prioritizing out-of-the-box capabilities - Develop and maintain solution design documentation, process maps, and functional specifications aligned with Microsoft FastTrack Success by Design principles - Configure and optimize: - Entities, forms, views, dashboards - Business rules, workflows, and Power Automate flows - Support data modeling, migration mapping, and integration specifications with marketing platforms, ERP systems, Power BI, and other enterprise solutions - Collaborate closely with developers, architects, and testers throughout SIT, UAT, and release validation - Customer Service & Omnichannel Enablement: - Serve as a functional SME for Dynamics 365 Customer Service and Omnichannel, including: - Case management, queues, routing rules, and SLAs - Email-to-Case and Activity Monitor - Operating hours, after-hours behavior, and exception handling - Support post-go-live stabilization and continuous improvement of service processes - Partner with support leadership to improve agent experience, monitoring, and reporting - Sales & Lead Management: - Configure and enhance lead intake, qualification, deduplication, and conversion processes - Support Sales workflows including: - Opportunity management - Activity tracking and reminders - Pipeline visibility and reporting - Align Sales and Customer Service processes to support a connected end-to-end customer lifecycle - Business Engagement & Platform Governance: - Serve as a trusted advisor to business unit stakeholders across Sales, Service, Marketing, and Operations - Participate in phased rollouts, MVP releases, and post-go-live optimization initiatives - Provide user training, adoption materials, and best-practice guidance to regional champions - Drive adherence to CRM governance standards, including: - Naming conventions - ALM and environment strategy - Data governance and security policies - Agile Delivery & DevOps: - Contribute to Azure DevOps backlogs by: - Writing high-quality user stories and acceptance criteria - Supporting backlog grooming, sprint planning, and reviews - Act as a bridge between Corporate IT, business stakeholders, and implementation partners - Support controlled releases and regression testing across environments - Continuous Improvement & Innovation: - Work with Product Owners and Architects to shape roadmap features and enhancement requests - Support Power Platform maturity, including Copilot and AI Builder enablement where applicable - Ensure solutions align with Information Security, Compliance, and Change Management standards Qualifications - Bachelor’s degree in Business Administration, Information Systems, or related field - 6+ years of hands-on experience as a Dynamics 365 CE Functional Consultant - Strong functional experience with: - Dynamics 365 Customer Service - Omnichannel for Customer Service - Dynamics 365 Sales (Lead and Opportunity Management) - Solid understanding of the Microsoft Power Platform (Power Apps, Power Automate, Power BI) - Proven ability to elicit requirements, perform fit/gap analysis, and produce high-quality functional documentation - Experience working in Agile/Scrum or Hybrid delivery models - Excellent communication skills and experience working across enterprise, multi-BU teams Preferred Qualifications - Microsoft certifications (preferred): - Dynamics 365 Functional Consultant (Sales or Customer Service) - Power Platform Solution Architect Expert - Customer Insights – Data or Journeys - Experience supporting multi-business-unit and multi-region CRM platforms - Familiarity integrating Dynamics 365 with ERP or external platforms (e.g., JD Edwards, SAP, Salesforce) - Experience with post-go-live stabilization and continuous improvement programs - Knowledge of manufacturing, distribution, or aftermarket service business models Key Competencies - Business Process Mapping & Optimization - Solution Design & Configuration - Omnichannel & Case Management Expertise - Data Quality & Governance - Agile Delivery & Backlog Management - Change Management & User Enablement - Cross-Functional Collaboration Compensation The base range for this contract position is $55-$70 per hour, depending on experience; pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Equal Opportunity Employer LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status. In some cases, LRS Consulting uses generative artificial intelligence (“AI”) in support of our hiring processes. LRS takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out.

Role Description Codeworks, an LRS company, is seeking a Software Engineering Manager for a Contract to Hire opportunity with one of our client partners. This role offers the opportunity to lead and develop engineering teams while shaping modern technology platforms that support critical business and client outcomes. The Software Engineering Manager leads a product team responsible for building and maintaining platforms that support account management, portfolio tracking, and wealth management services. This role provides people leadership, technical guidance, and strategic direction while fostering an environment where engineers can work effectively and independently. Software Engineering Manager collaborates closely with internal and external stakeholders, including senior business partners, to align engineering outcomes with organizational goals. This role is responsible for delivery planning, departmental objectives, and the adoption of modern engineering practices. The position combines hands-on technical expertise with team development and cross-functional collaboration. The ideal candidate brings experience with AWS cloud services, Python, Lambda, and Postgres, along with a strong background in data engineering and solution architecture. Success in this role involves supporting team growth, encouraging learning and continuous improvement, and facilitating technical discussions that deliver business value. Qualifications - Experience with AWS cloud services - Proficiency in Python, Lambda, and Postgres - Strong background in data engineering and solution architecture Requirements - Review and provide guidance on technical solution designs and architectures - Participate in system design discussions to help teams identify effective and scalable approaches - Support the execution of approved technical solutions - Maintain working knowledge of application code and current engineering best practices - Support consistent code-review practices and encourage thoughtful problem-solving and analysis - Encourage learning and the adoption of new tools, techniques, and approaches where appropriate - Support Agile practices, including planning activities, learning events, and retrospectives - Help identify and reduce obstacles that impact team effectiveness - Participate in sprint reviews and demos to understand delivered outcomes and technical implementations - Partner with Product Managers to clarify desired outcomes and provide engineering expertise for initiatives, features, and epics - Support collaboration across teams to deliver integrated solutions - Build strong working relationships with peers and stakeholders - Identify cross-team dependencies or challenges and promote collaborative problem-solving - Align team priorities with broader technology and organizational goals Benefits - The base range for this contract position is $65.00 - $85.00 per hour, depending on experience. - The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. - Individual pay is determined by work location and additional job-related factors.

Role Description Codeworks, an LRS company, is seeking a DevOps & Azure Networking Consultant for a permanent position supporting one of our client partners. This role offers the opportunity to lead the design and implementation of secure, well‑architected Azure networking solutions in a complex, evolving environment. Our client is seeking an experienced DevOps and Azure Networking to support ongoing cloud infrastructure initiatives in a complex Azure environment. This is a contract consulting role designed for a hands‑on professional who can independently design, assess, and implement secure, scalable Azure networking and DevOps solutions with minimal oversight. This role is ideal for someone who enjoys solving open‑ended technical problems, translating high‑level requirements into well‑architected solutions, and advising on best practices across networking, security, and cost optimization. Key Responsibilities - Design, build, and maintain Azure virtual network (VNET) architectures, including segmentation strategies to ensure secure and controlled traffic flow. - Implement and manage site‑to‑site and point‑to‑site VPNs to support secure engineering and operational access. - Configure and maintain Azure security services, including Web Application Firewalls (WAFs), network security groups (NSGs), and access controls. - Evaluate and enhance cloud security posture, including permissions, identity access, and network isolation. - Perform Azure cost analysis and optimization, providing recommendations to improve efficiency and manage spend. - Partner with stakeholders to understand desired outcomes and independently determine the most effective technical approach. - Document architecture decisions, configurations, and recommendations to support long‑term maintainability. - Provide consulting‑level guidance rather than task‑based execution, helping shape overall cloud strategy. Salary The base range for this position is $150,000 - $180,000 salary, depending on experience. The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. Individual pay is determined by work location and additional job-related factors. Equal Opportunity Employer Codeworks, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status. AI in Hiring Process In some cases, Codeworks, an LRS company, uses generative artificial intelligence (“AI”) in support of our hiring processes. Codeworks takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.

Role Description Codeworks, an LRS company, is seeking a Part‑Time SaaS Support & Release Coordination Specialist for a contract opportunity supporting one of our client partners. This role offers the opportunity to contribute to reliable software releases and ongoing platform support in a collaborative, remote environment. Our client is seeking a professional with technical support experience to provide part‑time assistance with software release coordination and ongoing SaaS platform support. This role collaborates with customers, product teams, and engineering partners to support reliable software deployments and consistent user support. Key Responsibilities - Assist with scheduling, coordinating, and communicating software releases with internal teams and customers - Perform pre‑release readiness checks, including test environment validation, smoke testing, and feature flag verification - Support post‑release monitoring to confirm successful deployments and identify potential issues or rollback indicators - Maintain and update release notes, change logs, and internal documentation Qualifications - Approximately 1–3 years of experience in IT support, help desk, or SaaS application support (or equivalent experience) - Familiarity with software release processes, versioning practices, and CI/CD concepts - Experience using ticketing and collaboration tools such as Jira, Zendesk, ServiceNow, or Microsoft Teams - Clear written and verbal communication skills for working with both technical and non‑technical stakeholders - Ability to manage multiple tasks and adjust priorities in a dynamic environment Requirements - The base range for this contract position is $50.00 -$65.00 per hour, depending on experience. - The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. - Individual pay is determined by work location and additional job-related factors. Company Description Codeworks, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status. In some cases, Codeworks, an LRS company, uses generative artificial intelligence (“AI”) in support of our hiring processes. Codeworks takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.

Role Description Codeworks, an LRS company, is seeking a Senior Software Engineer for a direct-hire, fully remote opportunity supporting one of our client partners. This role offers the opportunity to contribute to the development of modern, cloud-based SaaS solutions within a collaborative and distributed engineering team. Our client is seeking a Senior Software Engineer to support the development of modern, cloud-based SaaS applications for a technology-focused financial software client. This is a full-time, salaried, fully remote position reporting to the client’s Vice President of Engineering. Optional, biannual in-person team meetings may be offered but are not required. - Design, build, test, and deploy SaaS features using Microsoft and Azure Platform-as-a-Service (PaaS) technologies - Lead feature development through the full lifecycle, from architectural design through deployment - Develop and maintain microservices and event-driven architectures - Build and support full-stack solutions, including front-end and back-end components, CI/CD pipelines, logging, and monitoring - Design and maintain application code and cloud infrastructure using modern .NET and front-end technologies - Collaborate effectively with cross-functional partners in a fully remote environment Qualifications - Approximately five or more years of experience developing and supporting commercial software products - Strong experience with C#, ASP.NET Core, and modern front-end frameworks - Experience working with microservices, event-driven architectures, and functional programming concepts - Proficiency with EF Core, SQL, stored procedures, and Azure SQL - Experience with infrastructure as code and cloud deployments in Azure - Hands-on experience with Azure DevOps, Git, Docker, and container-based services Requirements - The base range for this position is $125,000 - $180,000 annual salary, depending on experience. - The range displayed reflects the minimum and maximum target for new hires of this position across all U.S. locations. - Individual pay is determined by work location and additional job-related factors. Company Description Codeworks, an LRS company, is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status. In some cases, Codeworks, an LRS company, uses generative artificial intelligence (“AI”) in support of our hiring processes. Codeworks takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.

Role Description LRS Consulting Services is seeking an experienced Director, IT Service Management for our client in Central Illinois. This is a 6-month contract to hire opportunity for the right person. We are seeking a Director, IT Service Management (ITSM) to lead the strategy, governance, and continuous improvement of our enterprise IT service management capabilities. - Establish and mature a centralized ITSM function, driving standardized processes, improved service reliability, and an enhanced end-user experience. - Partner across IT and the business to ensure services are delivered efficiently, consistently, and in alignment with organizational priorities. What You’ll Do - Lead ITSM Strategy & Transformation - Define and execute the ITSM strategy and roadmap aligned to business and IT priorities. - Establish a centralized ITSM operating model, including governance, standards, and performance metrics. - Advance ITSM maturity using ITIL best practices. - Own Core ITSM Processes - Provide leadership and accountability for key ITSM disciplines, including: - Incident Management - Problem Management - Service Request Management - Change Management - Release Management - Configuration Management (CMDB) - IT Asset Management - Standardize processes, policies, and controls across IT. - Define and track KPIs, SLAs, and service performance metrics. - Ensure processes are integrated and consistently executed. - Drive Service Reliability & Performance - Improve service availability, stability, and recovery times. - Reduce incidents through proactive problem management and root cause analysis. - Strengthen change and release practices to minimize risk and disruption. - Lead continuous improvement initiatives using data and insights. - Enhance Service Experience - Define and monitor service experience metrics (SLAs, XLAs). - Partner closely with the IT Service Desk to deliver a seamless end-to-end support experience. - Provide clear reporting and insights to IT and business stakeholders. - Own ITSM Platform Strategy - Lead the strategy and evolution of our ITSM platform (Ivanti Neurons; future-state ServiceNow). - Ensure platform capabilities align with business needs and process design. - Drive adoption, governance, and ongoing optimization. - Evaluate and plan for potential transition to ServiceNow. - Build & Develop a High-Performing Team - Lead and develop a team of ITSM professionals. - Establish a flexible team model with cross-trained ITSM analysts supporting multiple disciplines. - Promote continuous learning, skill development, and operational excellence. - Strengthen Governance & Controls - Ensure ITSM processes meet governance, audit, and compliance requirements. - Implement effective controls across change, configuration, and asset management. - Partner with risk and compliance teams to mitigate operational risk. Qualifications - 8+ years of progressive IT experience, including leadership roles. - Proven experience leading or transforming IT service management functions. - Strong background in ITIL-based service management practices. - Experience with ITSM platforms such as Ivanti Neurons, ServiceNow, or similar. Requirements - Deep knowledge of ITSM processes (incident, problem, change, etc.). - Strong leadership and team development capabilities. - Experience driving process standardization across complex organizations. - Data-driven mindset with strong analytical and problem-solving skills. - Excellent communication and stakeholder management skills. Preferred - ITIL v4 certification (Managing Professional or higher preferred). - Experience leading ITSM platform implementations or migrations. Benefits - Opportunity to build and lead a centralized ITSM function with enterprise impact. - High visibility role partnering with IT and business leadership. - Ability to shape service management strategy, tooling, and operating model. - Collaborative environment focused on continuous improvement and innovation. Reporting Structure This role reports to the AVP of IT and works closely with IT leadership, the Service Desk, engineering teams, and business stakeholders.