IT Service Management (ITSM) Consultant (3-month contract) - On Site or Remote

Your work will change lives. Including your own. 

Summary

We are seeking an experienced ITSM Consultant for a project-based role to participate in the implementation of an IT Service Management (ITSM) project aimed at streamlining and harmonizing IT processes. The goal of this project is to consolidate disparate ITSM functions, eliminate inefficiencies, and ensure data consistency across the IT organization. The consultant will manage the project from planning to go-live, ensuring that the ITSM solution aligns with our organization's IT service delivery objectives and improves the overall efficiency of IT operations.

In this role, you will:

• Work closely with clients to gather business requirements, assess current processes, and recommend ITSM improvements.
• Design, configure, and customize ServiceNow and Jira workflows to meet business needs.
• Develop and configure ServiceNow workflows, user interfaces, business rules, notifications, and reporting.
• Connect ServiceNow with third-party tools and platforms.
• Implement Jira Service Management (formerly Jira Service Desk) to support ITSM functions such as service request management, incident tracking, and task automation.
• Configure Jira projects, issue types, custom fields, workflows, screens, permissions, and notifications to support ITSM workflows.
• Set up Jira automation rules and connectivity with other tools like Confluence, Bitbucket, or CI/CD systems.
• Analyze existing IT service management processes and identify areas for improvement and automation.
• Provide strategic guidance on how to streamline workflows and enhance service delivery.
• Engage with clients and stakeholders to understand their business needs and provide solutions that meet both current and future requirements.
• Develop detailed technical and process documentation for ServiceNow and Jira implementations.
• Create custom reports and dashboards within ServiceNow and Jira to provide insights into service performance and operational efficiency.
• Connect ServiceNow and Jira with other enterprise systems
• Develop automation scripts or leverage APIs to automate repetitive tasks and improve system performance.
• Ensure ITSM solutions adhere to organizational policies and compliance requirements, including IT governance, security standards, and data privacy regulations.
• Monitor and audit ServiceNow and Jira environments to ensure optimal performance and security.

Location:

This position can be based at our headquarters in Salt Lake City, UT. Remote work is also an option.

The Experience You’ll Need

• Hands-on experience with ServiceNow, including:
• Implementation and configuration of ServiceNow ITSM modules 
• Customization of workflows, UI, and service catalogs based on business requirements.
• Scripting and automation using JavaScript and ServiceNow’s built-in tools (e.g., Business Rules, Client Scripts, and Workflows).
• Experience with ServiceNow automation using REST/SOAP APIs to connect with third-party systems.
• Development and customization of ServiceNow reports and dashboards to track key performance indicators (KPIs) and service level agreements (SLAs).

• Hands-on experience with Jira Service Management (formerly Jira Service Desk):
• Configuring Jira projects, custom fields, issue types, workflows, and permissions.
• Setting up Jira workflows to align with ITSM processes like service requests, incidents, and change management.
• Automation of workflows using Jira’s automation rules for task management, issue tracking, and notifications.
• Experience automating Jira with Confluence, Bitbucket, or other Atlassian tools for knowledge management, DevOps, or CI/CD processes.
• Jira reporting and dashboard customization to monitor IT service performance, ticket volume, and team metrics.

• Experience with APIs and scripting to develop automation between ServiceNow, Jira, and other third-party applications.
• Scripting experience with JavaScript for automating and customizing ServiceNow workflows.
• Knowledge of Jira scripting languages or automation tools, such as Jira ScriptRunner or Groovy scripting, for advanced customizations.
• Experience using REST APIs and other technologies like JSON, XML, and SOAP for interfacing between systems.
• Experience troubleshooting ServiceNow and Jira system issues, such as workflow errors, connectivity  failures, or data inconsistencies.
• Experience creating custom ServiceNow reports and dashboards to provide visibility into IT operations, incidents, and service requests.
• Advanced reporting in Jira to track team performance, SLA adherence, and ticket resolution times.
• 4-6+ years of experience in ITSM consulting, tool administration, or a related IT role.

The Values That We Hope You Share:

• We Care: We care about our drug candidates, our Recursionauts, their families, each other, our communities, the patients we aim to serve and their loved ones. We also care about our work.
• We Learn: Learning from the diverse perspectives of our fellow Recursionauts, and from failure, is an essential part of how we make progress.
• We Deliver: We are unapologetic that our expectations for delivery are extraordinarily high. There is urgency to our existence: we sprint at maximum engagement, making time and space to recover. 
• Act Boldly with Integrity: No company changes the world or reinvents an industry without being bold. It must be balanced; not by timidity, but by doing the right thing even when no one is looking.
• We are One Recursion: We operate with a 'company first, team second' mentality. Our success comes from working as one interdisciplinary team.

Recursion spends time and energy connecting every aspect of work to these values. They aren’t static, but regularly discussed and questioned because we make decisions rooted in those values in our day-to-day work. You can read more about our values and how we live them every day here.

More About Recursion 

Recursion is a clinical stage TechBio company leading the space by decoding biology to industrialize drug discovery. Enabling its mission is the Recursion OS, a platform built across diverse technologies that continuously expands one of the world’s largest proprietary biological and chemical datasets. Recursion leverages sophisticated machine-learning algorithms to distill from its dataset a collection of trillions of searchable relationships across biology and chemistry unconstrained by human bias. By commanding massive experimental scale — up to millions of wet lab experiments weekly — and massive computational scale — owning and operating one of the most powerful supercomputers in the world, Recursion is uniting technology, biology and chemistry to advance the future of medicine.

Recursion is headquartered in Salt Lake City, where it is a founding member of BioHive, the Utah life sciences industry collective. Recursion also has offices in London, Toronto, Montreal and the San Francisco Bay Area. Learn more at www.Recursion.com, or connect on X (formerly Twitter) and LinkedIn.

Recursion is an Equal Opportunity Employer that values diversity and inclusion.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, local, or provincial human rights legislation. 

Recursion welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Recruitment & Staffing Agencies: Recursion Pharmaceuticals and its affiliate companies do not accept resumes from any source other than candidates. The submission of resumes by recruitment or staffing agencies to Recursion or its employees is strictly prohibited unless contacted directly by Recursion’s internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of Recursion, and Recursion will not owe any referral or other fees. Our team will communicate directly with candidates who are not represented by an agent or intermediary unless otherwise agreed to prior to interviewing for the job.