Job Overview
Location
Remote, Indiana
Job Type
Full-time
Category
Software Engineering
Date Posted
July 4, 2026
Full Job Description
đź“‹ Description
- • Define, document, and socialize enterprise ITSM quality standards and controls for incident, change, CMDB, knowledge, problem, and request management to ensure services are reliable, auditable, and business-aligned.
- • Design and own automated quality gates and validation checks within ITSM tooling, including workflow rules, CI/CD pipelines, and test suites, to enforce standards at scale.
- • Establish KPIs, SLAs, and outcome metrics—including MTTR, first contact resolution, change success rate, CMDB accuracy, KB usefulness, and deflection—and build dashboards and reporting for service owners and executives.
- • Approve the design and maintenance of standard change processes, preauthorized security/patch workflows, and canary/pilot rollout patterns to enable safe and accelerated remediation.
- • Bridge service owners, operations, security, compliance, and vendors to translate business risk into practical remediation priorities and measurable acceptance criteria.
- • Validate CMDB governance against industry standards, including data quality rules, discovery/inventory integration, relationship mapping, and periodic reconciliation processes.
- • Validate knowledge management quality through taxonomy design, KB curation guidelines, RAG/embedding pipelines for AI assistants, and measurement of KB effectiveness.
- • Oversee AI/automation governance for ITSM by setting criteria for model selection, vendor evaluation, testing/validation, explainability requirements, human-in-the-loop controls, drift detection, and model lifecycle management.
- • Validate data handling and privacy safeguards for AI use, ensuring compliance with data minimization, anonymization, access controls, logging, and vendor/data residency requirements.
- • Conduct periodic audits, post-implementation reviews, and continuous improvement cycles, turning findings into prioritized remediation roadmaps and measurable enhancements.
- • Build and deliver enablement and certification programs for platform administrators, service owners, and change approvers to ensure adoption and sustainability of quality controls.
- • Manage third-party vendor quality agreements related to ITSM tooling and AI providers, including SLAs, security assessments, and remediation commitments.
- • Represent ITSM quality in cross-functional governance forums and present program status, risks, and ROI to senior leadership.
- • Maintain technical literacy by reading and influencing APIs, using basic scripting or query skills (e.g., SQL, Python/PowerShell), and leveraging Microsoft Office and reporting tools (Excel, Power BI, Tableau).
- • Travel up to approximately 20% for vendor engagements, cross-site workshops, or industry events as needed.
🎯 Requirements
- • 5+ years of IT experience with preference for ITSM space
- • Bachelor’s degree in computer science, Information Systems, Engineering, or a related field; Master’s degree preferred
- • 3+ years of hands-on experience designing or leading ITSM process/tooling and governance (incident, change, CMDB, knowledge, problem)
- • Deep working knowledge of ITIL 4 and practical experience applying it at scale
- • Hands-on experience with major ITSM platforms (e.g., ServiceNow, Jira Service Management), CMDB/discovery solutions, and integrations with monitoring/CI-CD/automation systems
- • Practical familiarity with AI/automation governance in ITSM contexts (model selection, validation, monitoring, explainability, human-in-the-loop controls, drift detection, data/privacy safeguards)
🏖️ Benefits
- • Health, dental, and vision insurance coverage
- • Unlimited Paid Time Off
- • 401K plan with 6% company match and no vesting period
- • Health Savings Accounts and Flexible Spending Accounts
- • Disability Insurance (short-term and long-term) and Term Life Insurance
- • Tuition Reimbursement and Voluntary Wellness Program with up to $2,000 in rewards
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Allegion plc
Allegion plc is a global provider of security products and solutions for homes and businesses, specializing in mechanical and electronic locks, door closers, exit devices, access control systems, and workforce productivity solutions. The company serves commercial, institutional, and residential markets through brands including Schlage, Von Duprin, LCN, CISA, and Interflex. Headquartered in Dublin, Ireland, Allegion operates manufacturing, sales, and distribution facilities in the Americas, Europe, the Middle East, India, and Asia-Pacific, focusing on innovative safety and security technologies for doors and building access.
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