About Arby's



United States

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IT Service Manager

Arby's - Atlanta, Georgia

Posted: 09/2/2018


The Arby's IT Service Manager is a key individual on the Service Desk team. This position is responsible for utilizing ITSM platforms to enhance quality, speed a reliability of IT Service Desk deliverables and capabilities using ITIL frameworks. This includes the responsibility of managing all procedures related to the identification, prioritizing, and resolution of end user service requests and incidents, including the monitoring, tracking, reporting, analysis and coordination of essential functions. This position will also assist in the creation and implementation of processes based on ITIL/ITSM best practices, design, development, upgrades, enhancements and customizations of different modules of ITSM suite. Manage overall Incident, Problem and Change management flow processes and build new templates. Help automate day to day business processes using ITSM applications and processes.




  • Directly manage the day to day activities of IT Service Management (Incident, Problem, Request, Asset, Change Management, CMDB) using ServiceNow as ITSM platform. Lead and own the ITSM mission, vision, values & outcomes using ServiceNow as ITSM platform
  • Partner with IT Leaders, internal subject matter experts and other influencers on developing a go-forward strategy on Service Management
  • Formulate, publish & enforce ITSM policies to meet business objectives
  • Define, maintain and report on SLA compliance and service metrics
  • Focuses on aligning IT services with the needs of restaurants
  • Build and maintain the Desk's CMDB and Service Catalog
  • Design and enforce request handling and escalation policies and procedures
  • Track and analyze trends in Service Desk requests, incidents and changes, working with appropriate departments to bring about problem resolution and root cause analysis
  • Develop various reports to support continuous improvement ideas and decisions
  • Identify, recommend, develop and implement training programs to increase effectiveness of IT Support groups
  • Assist in project design and scope of work creation for ServiceNow adoption for Arby's Service Desk
  • Project implementation - Ability to serve as technical lead resource for various projects



Required Minimum: Bachelor's degree in Computer Science, Information Systems, or related field

ITIL Certification

ServiceNow Certification



  • A minimum of 7 years' experience in a medium to large sized enterprise environment
  • 5+ years of experience of ServiceNow administration/developments
  • 5+ years of experience in IT Service Management process design
  • 5+ years of experience in Incident, Problem, Change, Knowledge, Request, Asset, CMDB Management




  • Strong understanding of ITIL processes within IT Service Management (ITSM)
  • Thorough understanding of ITIL/ITSM Life Cycle
  • Thorough understanding of ServiceNow Ticketing System
  • Experience in improving the overall control environment, ensuring efficiency, effectiveness, and compliance with appropriate regulations
  • Strong written and verbal communications skills with an ability to create business correspondence, as well as the ability to communicate effectively at all levels of the organization including senior management levels
  • Knowledge of professional concepts that includes project lifecycle management, and software development lifecycle
  • Experience successfully managing large IT projects from initiation through delivery, including oversight of system integration, project and campus communications, interface with vendors, and managing risk
  • Demonstrated ability to determine relevance and prioritize tasks
  • Ability to communicate effectively in writing, including writing project documentation, specifications, policies and procedures, and presentations to communicate status or case for action
  • ITIL Strategy Formulation, IT Continuity management, Configuration Management, Technical Change Management, Contract Negotiation, Vendor Management


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