IT Service Management (ITSM) Specialist

IT Service Management (ITSM) Specialist Location Morris Plains, NJ :

We are seeking a dedicated IT Service Management (ITSM) Specialist to join our dynamic IT team. The ideal candidate will play a crucial role in enhancing and optimizing our IT service management processes to ensure the delivery of high-quality IT services. This position involves collaborating with various stakeholders to implement ITSM best practices, improve service delivery efficiency, and ensure alignment with business objectives. This role with report to Enterprise Architecture Director. Key Responsibilities:

• Service Management Processes:
• Develop, implement, and maintain ITSM processes and policies in alignment with industry standards (e.g., ITIL).
• Oversee the lifecycle management of IT services, including incident management, problem management, change management, and service delivery management.
• Analyze service requests and incidents to identify trends and opportunities for improvement.
• Tool Management and Optimization:
• Manage and optimize ITSM tools to support service management processes, ensuring they are configured effectively to meet organizational needs.
• Train and assist staff in the usage of ITSM tools and ensure compliance with established processes.
• Generate reports and dashboards to monitor service performance and identify areas for improvement.

Collaboration and Stakeholder Engagement:

• Work closely with IT teams to ensure effective coordination of service management activities.
• Collaborate with business units to establish service levels and ensure that IT services meet business needs and expectations.
• Facilitate meetings and workshops to gather requirements and promote continuous improvement initiatives.
• Incident and Problem Management:
• Manage the incident management process, ensuring timely resolution and minimal disruption to business operations.
• Investigate and diagnose problems using root cause analysis techniques, driving the implementation of permanent solutions.
• Communicate effectively with stakeholders during incidents and changes, providing updates on status and resolution.
• Training and Knowledge Management:
• Develop and maintain training materials, documentation, and knowledge bases to support user and team training.
• Encourage knowledge sharing and continuous learning within the team to enhance service management practices.
• Actively contribute to the development of ITSM knowledge management strategies to capture and maintain service knowledge.

Performance Measurement and Reporting:

• Establish key performance indicators (KPIs) to assess the effectiveness and efficiency of ITSM processes.
• Prepare and deliver regular reports to management regarding service performance, improvements, and recommendations for future initiatives.
• Conduct regular reviews of ITSM processes to ensure they are effective and beneficial to the organization.

This position is intended to convey to the new, independent company, to be named Solstice Advanced Materials when the separation occurs. This is expected to occur in late 2025 or early 2026. At Advanced Materials, we are committed to offering the highest value-add specialty solutions in the advanced materials sector. Our goal is to solve our customers' most complex challenges through a robust and innovative product portfolio and by doing so, deliver exceptional value to our stakeholders. We have identified actionable strategies to grow by expanding into new products and markets and through strategic acquisitions, while keeping our top operating margins. Joining our team means becoming part of an organization which leverages its long-standing reputation to capture growth trends by investing in innovation and manufacturing enhancements and maintaining deep customer relationships. We foster a collaborative and inclusive work environment that values contributions and supports professional development. With a focus on innovation and sustainability, the team is dedicated to delivering value and making a meaningful impact in advancing our customers' success. Let's make that impact together.

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. citizen, U.S. permanent resident, or have asylum or refugee status in the U.S.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT service management or a similar role.
• Strong understanding of ITIL frameworks and best practices; ITIL certification is preferred.
• Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Desk).
• Excellent analytical, problem-solving, and organizational skills.
• Strong communication and interpersonal skills, capable of liaising with technical and non-technical stakeholders.
• Ability to manage multiple priorities and projects simultaneously while meeting deadlines.

BENEFITS OF WORKING FOR HONEYWELL In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates. ABOUT HONEYWELL Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. THE BUSINESS UNIT Honeywell Advanced Materials is an industry-leading solutions provider, playing a crucial role in advancing industries worldwide through diverse applications, revolutionary inventions, and pioneering technologies focused on high-growth mega-trends. Our science and technology experts create solutions that help solve our customers' needs today and in the future. Our solutions span across industries, including retail, healthcare and pharma, buildings, manufacturing, and hi-tech. In each of these verticals, we bring deep materials and engineering knowledge, which leads to our customers achieving a reduction in energy consumption, cutting down their carbon emissions, and improving their operational efficiencies. Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

Additional Information

• JOB ID: HRD9085857
• Category: Information Technology
• Location: 115 Tabor Road,Morris Plains,New Jersey,07950,United States
• Exempt

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.