Date Posted: 10/09/2026
Hiring Organization: Rose International
Position Number: 508945
Industry: Manufacturing
Job Title: Senior ITSM Support Lead
Job Location: Mossville, IL, USA, 61552
Work Model: Onsite
Shift: M-F, 8am - 5pm
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 10
Min Hourly Rate($): 40.00
Max Hourly Rate($): 45.00
Must Have Skills/Attributes: Business Analysis, JIRA, PowerBI, ServiceNow
Experience Desired:
Experience creating ServiceNow dashboards (5 yrs),
Experience using ServiceNow and Power BI or other reporting tools (5 yrs),
Standard Operating Procedures (SOP) (5 yrs),
knowledge of IT service; ability to manage IT services and oversee service operations (5 yrs),
IT Service Level Agreements (5 yrs),
Business Analysis (10 yrs)
Required Minimum Education: Bachelor’s Degree
Job Description
Required Education
Bachelor's degree in organizational, Service and vendor management.
10+ years experience in this capacity.
Required Certification
ITSM Certification (ITIL) is a requirement or similar.
Required Technical Skills:
Experience creating ServiceNow dashboards.
Experience using ServiceNow and Power BI or other reporting tools.
Standard Operating Procedures (SOP): Knowledge of established SOPs; ability to design, implement, and evaluate SOPs affecting daily and strategic business operations to increase operational efficiency.
IT Service Management (ITSM): Knowledge of IT service; ability to manage IT services and oversee service operations.
IT Service Level Agreements: Knowledge of IT SLAs; ability to design, develop, and utilize formal IT SLAs with internal and external customers.
Key Performance Indicators (KPIs): Knowledge of business metrics and KPIs; ability to use strategies and tools for defining and measuring progress toward goals.
Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply problem-solving knowledge to diverse situations.
Customer Service Management: Knowledge of customer service priorities; ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.
Vendor/Supplier Management: Knowledge of external provider management processes; ability to effectively manage business relationships with external providers (e.g., vendors, service providers, contractors, consultants, suppliers).
Proficiency in ITSM frameworks such as ITIL.
Experience with service desk platforms (e.g., ServiceNow, Jira).
Ability to design, implement, and evaluate SOPs.
Monitoring and interpreting KPIs and utilizing tools for tracking and reporting service performance.
Familiarity with incident, problem, and change management processes.
Good understanding of IT infrastructure and support environments.
Soft Skills (Required):
Go-getter attitude.
Drive to obtain results.
Heavy attention to detail.
Disqualifiers / Red Flags / Overqualifications
Consistent job hopping / choppy tenure.
Typical Task Breakdown:
Leads problem reviews, root cause analysis, trend analysis, and audits working closely with IT support partners.
Proactively identify and investigate service-related problems in addition to implementing or escalating corrections as appropriate.
Create and analyze KPIs, and report KPI data to leadership for actionable items.
Lead the IT Software applications onboarding for engineering applications, working closely with EAM team, software vendors, and business functions.
Develop, document, and disseminate processes, adhering to Enterprise onboarding practices, security, governance, and controls, for onboarding.
Work closely with business partners from the engineering functions, aligned to the business requirements, and act with velocity and accountability.
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
I am very happy with the Rose International, and the professionalism of the employees.
Robin, Consultant
Any time I did have a question and called, the phone was always answered, and my question/concern was immediately resolved.
Sally, Consultant
Thanks for the opportunity. If in the future I ever need a job, I would like to work for Rose International.
David, Consultant
Rose International maintained good communication during assignments and are very informative through email and phone calls.
Sade, Consultant
Rose is an assembly of people grounded in honesty, truth and dignity for all of its employees and contractors.
Samba, Consultant
EMPLOYEE COMMENTS