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ITSM Development Manager

Date: Apr 12, 2019

Location: Portland, OR, US, 97209

Company: XPO Logistics

Logistics done differently.

At XPO Logistics, we invest over $450 million in technology every year so that we can continue to develop state-of-the-art solutions for our customers. Are you ready to take your career to the next level? As the Manager of ITSM Software Development, you will lead a team of software developers in designing, developing and supporting the OneITSM tool (powered by ServiceNow). Become a part of our growing, dynamic team and we'll help you develop your career to a level that will exceed your expectations.


Pay, benefits and more.

We are eager to attract the best, so we offer competitive compensation and a generous benefits package, including full health insurance (medical, dental and vision), 401(k), life insurance, disability and the opportunity to participate in a company incentive plan.


What you’ll do on a typical day:

  • Design, develop, implement and maintain the ITSM tool
  • Manage ITSM ServiceNow resources, including the development team and the execution of daily activity, as well as overall tool administration
  • Ensure that the ServiceNow tool support processes are efficient, effective and compliant, and results are measurable and sustainable
  • Prioritize ongoing enhancements and bug fixes, including follow-up with release content to key stakeholders; integrate and capture Incident, Problem, Change, Configuration (CMDB) and service catalog/request management data; report to management on monthly tracker
  • Manage relationships with ServiceNow vendor (and other vendors utilizing the ITSM tool) by ensuring vendor agreements are complete, current and stored in the appropriate location; review vendor performance levels and ensure Service Level Agreements (SLAs) are met
  • Maintain responsibility for case exchange and multiple tool data sharing via LDAP, API or similar tool
  • Analyze new technologies and present options, recommendations, ROI and project planning implementation phases

What you need to succeed at XPO:

At a minimum, you’ll need:

  • Bachelor’s degree in Computer Science, Information Systems or related field
  • ITIL v3 Foundations certificate, ITIL Expert certification, Software Development certifications 
  • 5 years of experience managing software development, including SDLC and agile/scrum environment
  • 5 years of experience in IT, specifically leading the implementation or support of processes and administration of ServiceNow
  • 5 years of experience leading large-scale project implementation
  • Demonstrated experience working cross-functionally, implementing large-scale processes and managing multiple complex projects simultaneously with aggressive schedules; experience with resource planning and allocation, project scheduling, contingency planning and risk and issue management
  • Experience with web technologies, including JavaScript, HTML, XML and Web Services; experience designing and deploying web-based end-user self-service portals
  • Knowledge of and experience with ServiceNow forms, fields, view, lists, UI policy and actions, and client and server scripts; experience integrating ServiceNow with other tools (case exchange of ticket data) and monitoring, alerting and federated sources of CI data

It’d be great if you also have:

  • 2 or more of the following certifications: ITIL certificate, ISO20000, COBIT, Six Sigma or Project Management
  • Availability to travel occasionally
  • 5 years of experience creating and managing ITSM tools, capturing metrics and reporting on SLAs; planning, designing, implementing or supporting ITSM processes; and working within the ITIL process framework
  • Experience performing continuous improvement processes and services, and successfully implementing processes leveraging the ITSM framework

Be part of something big.#LI-ED1


XPO provides cutting-edge supply chain solutions to the world's most successful companies, including Disney, Pepsi, L'Oréal, Toyota and many others. We’re the fastest-growing transportation company on the Fortune 500 list and we’re just getting started.


We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Nearest Major Market: Portland Oregon