Overview The ideal candidate will have a deep understanding of ITSM principles and practices, including ITIL frameworks, and will be responsible for analyzing, designing, and improving IT service processes to enhance overall service delivery and customer satisfaction. This role involves working closely with IT teams, business units, and service providers to ensure that IT services are aligned with business needs and delivered in an efficient and effective manner. Company Overview: Beazer Homes is committed to employee wellbeing and life-work balance, offering development opportunities, a flexible time-off program, and an industry leading parental leave policy. Primary Duties & Responsibilities Oversee the development, implementation, and continuous improvement of ITSM processes, including incident management, request fulfillment, change management, and problem management. Manage ITSM tools and platforms, ensuring they are utilized effectively and are optimized for service delivery. Coordinate with IT and business stakeholders to define service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts (UCs). Analyze ITSM data to identify trends, make recommendations for improvements, and report on service performance against agreed-upon service levels and metrics. Conduct regular service reviews and audits, reporting on performance against service levels and identifying opportunities for service improvement. Work closely with IT teams and business stakeholders to understand their needs, communicate ITSM process changes, and gather feedback for continuous improvement. Provide training and support to IT staff and users on ITSM processes and tools. Develop and maintain documentation and training materials. Provide expert guidance and support on ITSM best practices to IT staff and management. Develop and maintain IT service catalogs and service portfolios. Facilitate training and workshops to promote ITSM awareness and competencies across the organization. Stay abreast of the latest trends and developments in IT service management and ITIL practices. Education & Experience Bachelor’s degree in computer science, or similar related field, or equivalent work experience. ITIL Certification (Intermediate or Expert level) is highly preferred. 8+ years of experience in IT service management or a related field. Strong understanding of ITSM software tools and platforms. Proven track record in designing and implementing IT service management processes and improvements. Excellent analytical, problem-solving, and project management skills. Strong interpersonal and communication skills, with the ability to interact effectively with all levels of the organization. Ability to work independently and as part of a team in a fast-paced environment. Physical Requirements Typical office environment, including the extended use of headsets and computers. Required to be on call evenings and weekends, as production outages occur. Must be able to lift and carry 30 pounds or more. Additional Responsibilities The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Additionally, an employee's job duties may change at any time, in the company's sole discretion. Personal Information Collection Notice for Job Applicants In order to process your application, we will ask you to create an account and provide us with certain personal information, including your identification data (e.g. name, date of birth, driver’s license number, contact details), education information, and professional and employment history. If you have any questions about our privacy policy or would like to learn more, please visit Beazer.com/privacy, which includes a link to an additional notice for California residents and which link can also be visited directly at Beazer.com/Californiaprivacy. Equal Opportunity Employer