IT Service Management Toolset Lead
PHINIA Inc, Auburn Hills, MI, United States
* Own and manage PHINIA’s global ITSM platform-including configuration, administration, module ownership, continuous improvement, and long-term roadmap planning aligned to ITSM maturity.* Lead the design, optimization, and rollout of ITSM modules such as Incident, Request, Problem, Change, CMDB, Knowledge, Asset, Service Catalog, and future capabilities (Experience Management, Service Operations Workspace, Automation Engine).* Drive automation-first operations, developing workflows, rules, orchestration, and end‐to‐end automated fulfillment using ITSM automation engines, integration hubs, and low‐code
o‐code tooling.* Establish and maintain ITSM configuration standards, governance models, reusable templates, and best practices to ensure consistent global adoption.* Partner with Service Desk, Infrastructure, Applications, Security, and SIAM providers to ensure ITSM processes, workflows, and data align with PHINIA’s ITIL and operational governance models.* Coordinate platform upgrades, enhancements, regression testing, and feature deployments; ensure seamless adoption and operational readiness across teams.* Ensure CMDB health and accuracy, managing discovery integrations, service mapping, CI relationships, dependency mapping, and lifecycle governance.* Build and maintain dashboards, analytics, and real‐time performance insights across SLAs, MTTR, backlog health, change risk, and experience-level indicators (XLAs).* Manage integrations between the ITSM platform and enterprise systems such as* monitoring/observability tools, identity and access platforms, endpoint tools, security systems, automation engines, and cloud services.* Support compliance and audit requirements via tool-based controls, access governance, immutable logs, approval flows, and standardized reporting.* Identify and lead toolset improvement opportunities, including AI‐assisted support, virtual agents/chatbots, automated triage, sentiment analysis, and predictive analytics for operations.* Ensure effective knowledge transfer with MSPs, internal teams, and global stakeholders; maintain knowledge articles, runbooks, and training documentation.* Evaluate emerging ITSM capabilities, AI/automation features, and modern practices to keep PHINIA’s service management ecosystem future-ready.* Bachelor’s degree in computer science, Information Systems, Engineering, or related field.* 6–10+ years of experience managing or administering ITSM platforms in a global enterprise environment.* Strong hands-on experience with ServiceNow, Jira Service Management, or a similar enterprise ITSM platform.* Deep understanding of ITIL processes (Incident, Problem, Change, Request, CMDB, Knowledge).* Experience with workflow automation, catalog design, and platform scripting/configuration.* Strong knowledge of CMDB modeling, discovery, service mapping, and configuration governance.* Experience integrating ITSM tools with monitoring, identity, endpoint, and cloud platforms.* Familiarity with SIAM operating models and ITIL-driven service delivery environments.* Strong communication and stakeholder collaboration skills.* Ability to lead cross-functional initiatives and manage vendor delivery.* Analytical mindset with strong problem-solving and documentation skills.* ServiceNow Certified System Administrator (CSA) or equivalent.* ITIL Foundation (required); ITIL Intermediate/Practice Manager (preferred).* Agile/Scrum certifications – plus.**CAREER OPPORTUNITIES**We manage talent as seriously as we manage our businesses and encourage you to learn about our proud history, strong culture, technologies and future vision. We offer a strong local presence and interesting global opportunities. Start your future with PHINIA now!Join the PHINIA team and be a part of an industry-leading company in fuel systems, aftermarket distribution, and combustion technologies. As we drive the transition to alternative fuels and hydrogen combustion, we're seeking talents who want to have a positive impact on the future of transportation. Established relationships with global OEMs and a focus on balanced and synergistic exposure among multiple markets, PHINIA is the place to be.”
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o‐code tooling.* Establish and maintain ITSM configuration standards, governance models, reusable templates, and best practices to ensure consistent global adoption.* Partner with Service Desk, Infrastructure, Applications, Security, and SIAM providers to ensure ITSM processes, workflows, and data align with PHINIA’s ITIL and operational governance models.* Coordinate platform upgrades, enhancements, regression testing, and feature deployments; ensure seamless adoption and operational readiness across teams.* Ensure CMDB health and accuracy, managing discovery integrations, service mapping, CI relationships, dependency mapping, and lifecycle governance.* Build and maintain dashboards, analytics, and real‐time performance insights across SLAs, MTTR, backlog health, change risk, and experience-level indicators (XLAs).* Manage integrations between the ITSM platform and enterprise systems such as* monitoring/observability tools, identity and access platforms, endpoint tools, security systems, automation engines, and cloud services.* Support compliance and audit requirements via tool-based controls, access governance, immutable logs, approval flows, and standardized reporting.* Identify and lead toolset improvement opportunities, including AI‐assisted support, virtual agents/chatbots, automated triage, sentiment analysis, and predictive analytics for operations.* Ensure effective knowledge transfer with MSPs, internal teams, and global stakeholders; maintain knowledge articles, runbooks, and training documentation.* Evaluate emerging ITSM capabilities, AI/automation features, and modern practices to keep PHINIA’s service management ecosystem future-ready.* Bachelor’s degree in computer science, Information Systems, Engineering, or related field.* 6–10+ years of experience managing or administering ITSM platforms in a global enterprise environment.* Strong hands-on experience with ServiceNow, Jira Service Management, or a similar enterprise ITSM platform.* Deep understanding of ITIL processes (Incident, Problem, Change, Request, CMDB, Knowledge).* Experience with workflow automation, catalog design, and platform scripting/configuration.* Strong knowledge of CMDB modeling, discovery, service mapping, and configuration governance.* Experience integrating ITSM tools with monitoring, identity, endpoint, and cloud platforms.* Familiarity with SIAM operating models and ITIL-driven service delivery environments.* Strong communication and stakeholder collaboration skills.* Ability to lead cross-functional initiatives and manage vendor delivery.* Analytical mindset with strong problem-solving and documentation skills.* ServiceNow Certified System Administrator (CSA) or equivalent.* ITIL Foundation (required); ITIL Intermediate/Practice Manager (preferred).* Agile/Scrum certifications – plus.**CAREER OPPORTUNITIES**We manage talent as seriously as we manage our businesses and encourage you to learn about our proud history, strong culture, technologies and future vision. We offer a strong local presence and interesting global opportunities. Start your future with PHINIA now!Join the PHINIA team and be a part of an industry-leading company in fuel systems, aftermarket distribution, and combustion technologies. As we drive the transition to alternative fuels and hydrogen combustion, we're seeking talents who want to have a positive impact on the future of transportation. Established relationships with global OEMs and a focus on balanced and synergistic exposure among multiple markets, PHINIA is the place to be.”
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