Job Description
Location: Beaverton, OR
IT Service Operations Lead
In close partnership with the Director of Production Operations, the IT Service Operations Lead is a hands-on role responsible for driving the operational excellence, scalability, and continuous improvement of IT service management processes and ITSM platform capabilities.
Location: Preference for this person to be based in Beaverton, OR; hybrid / remote +30% travel also acceptable.
WHAT YOU WILL DO
ITSM Process & Platform
- Act as the lead for ITSM processes, including incident, problem, change, and configuration management.
- Continuously optimize ITSM workflows and service models to improve reliability, efficiency, and user experience.
- Serve as a subject matter expert (SME) for ServiceNow ITSM modules, best practices, and platform governance.
Operational Excellence & Metrics
- Define, monitor, and analyze ITSM metrics and KPIs; translate insights into actionable improvements.
- Identify trends and systemic issues impacting service quality and drive continuous improvement initiatives.
- Partner with IT and business stakeholders to ensure IT services align to operational and strategic priorities.
Incident & Problem Management
- Lead the incident management lifecycle, ensuring timely identification, escalation, resolution, and documentation.
- Facilitate blameless post-incident reviews, guiding stakeholders through root cause analysis and corrective actions.
- Monitor recurring incidents and lead initiatives to reduce incident frequency and mean time to resolution (MTTR).
- Own problem management activities end-to-end, from detection and analysis to long-term prevention strategies.
Cross-Functional & Vendor Collaboration
- Partner closely with infrastructure, application, security, and business teams to resolve complex issues and improve service outcomes.
- Support vendor relationships related to ITSM tooling and services, contributing to performance reviews and value realization.
WHO YOU ARE
Education & Experience
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 7+ years of hands-on experience with the ServiceNow platform, with a strong focus on ITSM.
Technical & Functional Expertise
- Deep understanding of ITSM processes and ServiceNow ITSM modules.
- Strong knowledge of ServiceNow configuration, lifecycle best practices, and platform optimization.
- Experience driving operational improvements in complex, enterprise IT environments.
Problem Solving & Strategic Thinking
- Highly adaptable, with strong analytical and problem-solving skills.
- Ability to anticipate operational risks and proactively address issues before they impact service delivery.
- Capable of balancing short-term operational demands with longer-term service maturity goals.
Communication & Stakeholder Engagement
- Excellent communication and interpersonal skills, with the ability to translate technical concepts for non-technical audiences.
- Skilled at influencing decisions and collaborating across IT and business teams.
Vendor & Tooling Experience (Preferred)
- Experience supporting vendor relationships and contributing to evaluations, renewals, and performance discussions related to ITSM platforms or service
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Ralliant Corporation Overview
Ralliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life — faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we’re building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.