Senior ITSM Specialist
Pennsylvania Turnpike CommissionAbout the role
Posting Start Date:
June 18, 2026
Posting End Date:
July 2, 2026
Position Number:
80000390
Union:
Non-Union
FLSA Status:
Salaried Exempt
Department:
Information Technology
Salary Grade:
E-4
Salary Range:
$87,315.09 - $118,973.19
Employment Type:
Full Time
Building Location:
Central Office Building
Building Street:
700 S. Eisenhower Boulevard
Building City:
Middletown
Building State:
Pennsylvania (US-PA)
Building Zip Code:
17057
Work Schedule:
Flexible Work Options
The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”! Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. The PTC operates a 565-mile system with over 205 million transactions annually. Together, we are building the highway of the future.
The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options* such as:
- Hybrid Work - combination of remote and in-person reporting
- Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days
*Some options may require completion of probationary period.
The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.
Applicants must be currently authorized to work in the United States on a full-time basis. The Commission will not sponsor applicants for work visas.
Your Impact
At the Pennsylvania Turnpike Commission, technology is more than infrastructure—it's a critical enabler of how we serve our employees, customers, and communities. We're seeking a Senior ITSM Specialist to help drive the evolution of enterprise service management practices across the organization. This is a high-impact opportunity for a strategic thinker, process owner, and continuous improvement champion who is passionate about delivering exceptional technology services through governance, automation, and operational excellence. If you're energized by solving complex organizational challenges, driving meaningful change, and improving how technology services are delivered at scale, this role is for you.
What You'll Do
Own and Evolve Enterprise ITSM Processes
- Serve as the primary owner for Change Management and Problem Management, ensuring processes are effective, efficient, and aligned with organizational goals.
- Establish governance frameworks, performance metrics, and operational standards that drive consistency and accountability.
Drive Operational Excellence
- Oversee incident governance activities to ensure adherence to service management standards and best practices.
- Analyze trends, metrics, and operational data to develop actionable recommendations and continuous improvement initiatives.
- Collaborate across technical and business teams to strengthen service delivery and operational maturity.
Shape the Future of ServiceNow
- Partner with stakeholders to identify opportunities for ServiceNow optimization, process automation, and workflow enhancements.
- Support the ongoing evolution of the platform to improve efficiency, transparency, and user experience.
- Translate business needs into scalable service management solutions that create measurable value.
Influence Enterprise Transformation
- Develop policies, procedures, documentation, and k
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