IT Service Management Specialist 2

RTI International is an independent, scientific research institute dedicated to improving the human condition. Our vision is to address the world's most critical problems with technical and science-based solutions in pursuit of a better future. Clients rely on us to answer questions that demand an objective and multidisciplinary approach-one that integrates expertise across social, statistical, data, and laboratory sciences, engineering, and other technical disciplines to solve the world's most challenging problems.

We believe in the promise of science and technical solutions, and we push ourselves every day to deliver on that promise for the good of people, communities, and businesses in the US and around the world. If you are looking for the opportunity to make a real difference, RTI is the place for you.

The IT Service Management Specialist is responsible for supporting day-to-day ITSM operations with a strong focus on Change Enablement (CAB coordination), Knowledge Management, and core IT service processes. This role ensures consistent execution of ITIL-based practices, operational accuracy, and high-quality service delivery across the IT organization.

This role ensures consistent execution of ITIL-based practices, operational accuracy, and high-quality service delivery across the IT organization.

Essential Duties:

• Support ITIL-based IT Service Management activities, including Incident, Request, Change, Problem, and Knowledge Management.
• Coordination and scheduling of Change Advisory Board (CAB) meetings, including agenda preparation, note taking,and change calendar updates.
• Review and validate change requests for accuracy, completeness, and policy compliance.
• Contribute to Knowledge Management activities by drafting, reviewing, publishing, and maintaining knowledge articles.
• Oversee Major Incident Management practices and monitor quality of the Major Incident Coordinator team.
• Perform regular knowledge base quality checks for accuracy, relevance, and compliance with established standards.
• Develop and maintain strong relationships with ITSM operational stakeholders.
• Monitor daily ITSM operational queues and help ensure timely response and resolution.
• Generate and maintain ITSM operational reports and metrics.
• Collaborate with development teams to ensure process adherence and identify opportunities for process improvement.
• Support continual service improvement (CSI) efforts by contributing feedback, documenting gaps, and recommending enhancements.
• Provide basic facilitation support during operational meetings and incident coordination calls as needed.

Education & Experience Requirements:

Job Requirements are a combination of qualifications and related experience. Judgment of an acceptable equivalent combination, on an individual basis, is the responsibility of Management.

Bachelor's Degree and 1 year of experience, Master's degree and 0 years of experience, or equivalent combination of education

and experience.

Skills & Abilities:

Below are skills and abilities required to perform the essential duties of this job. An addendum that clarifies additional skills and

abilities for incumbents in this job may be used in addition to this description.

delivering the promise of science for global good

• Understanding of ITIL principles (ITIL Foundation preferred).
• Power user, administrative or developer experience with ServiceNow or similar ITSM platforms.
• Strong organizational and documentation skills.
• Familiarity with Microsoft 365 platform
• Ability to manage multiple operational tasks in a fast-paced environment.
• Foundational understanding of IT infrastructure and support operations.
• Strong written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Customer-service orientation and attention to detail.
• Comfortability and familiarity with AI solutions, eg ML, Generative AI, Agentic AI. ServiceNow Enterprise ITSM experience required.

For San Francisco, CA USA Job Postings Only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Further information is availablehere.

RTI accepts applications to our job openings from candidates with criminal histories or conviction records in accordance with all applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

For Applicants in Massachusetts Only:It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

The anticipated pay range for this role is listed below. Our pay ranges represent national averages and may vary by location as a geographic differential may be applied to some locations within the United States. RTI considers multiple factors when making an offer including, for example: established salary range, internal budget, business needs, and education and years of work experience possessed by the applicant. Further, salary is merely one element to our offer.

At RTI, we demonstrate our commitment to rewarding individual and team achievement through a total rewards package. This package includes (among other things) a competitive base salary, a generous paid time off policy, merit based annual increases, bonus opportunities and a robust recognition program. Other benefits include a competitive range of insurance plans (including health, dental, life, and short-term and long-term disability), access to a retirement savings program such as a 401(k) plan, paid parental leave for all parents, financial assistance with adoption expenses or infertility treatments, financial reimbursement for education and developmental opportunities, an employee assistance program, and numerous other offerings to support a healthy work-life balance.