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Senior ITSM Specialist


White Plains, NY, US


The Senior Specialist reports to the Director IT Customer Services and under general direction runs and implements improvements to the various ITSM and Disaster Recovery processes at NYPA. This includes assisting in defining and aligning IT services and working with stakeholders to improve processes and metrics to ensure that SLAs, IT Resiliency, and customer satisfaction goals are met. #LI-JP1


  • Deploy, operate, support, and improve NYPA ITIL processes and practices such as: Change Management, Configuration Management, Incident Management / Major Incident Management, Request Fulfilment and Problem Management.  
  • Supports all activities necessary to enable the company to anticipate, prevent, and respond to technology interruptions including DR related contingency planning while unifying technical resources in the event of service disruptions or operational risks.
  • Enhancement and execution of testing and recovery planning strategies for various business and technical groups, ensuring best practices in Business Continuity/Disaster Recovery (BC/DR). 
  • Publish and maintain ITSM related processes, policies, workflows, and procedures.  Assist in monitoring compliance with IT standards and processes.
  • Implement Continual Service Improvement (CSI). Leverage established metrics and KPIs to continually help in improving IT service delivery.
  • Assist in the implementation and support/operation of the IT CMDB and the IT Service Catalog and provide ITSM tool governance and administration as needed.
  • Publish daily/weekly/monthly/yearly ITSM related metrics and perform trend analysis.  Generate Ad-Hoc reports as needed.
  • Function as backup to other roles within the department.

Knowledge, Skills and Abilities

  • Extensive knowledge in ITIL-based ITSM concepts.
  • Deep knowledge with the information technology (IT) operations of NYPA. This includes but is not limited to; hardware/software, mandatory redundancy, information security (IS), and applicable control environment.
  • Experienced in various IT service functions including network, data center, system administration, DBA, Applications, Middleware, various cloud solutions, cyber security, desktop, helpdesk and so on.
  • Extensive knowledge in Infrastructure and Disaster Recovery.
  • Skilled in formulating, championing, and managing ITIL processes, procedures, metrics and policies.
  • Ability to mentor and guide staff on ITSM related processes.
  • Extensive knowledge in Service Management and Service Delivery.
  • Strong customer service orientation.
  • Excellent process improvement skills in multiple infrastructure and applications areas.
  • Ability to work with limited direction and supervision.  Self-driven and results-oriented with a keen technical mind, attention to detail and excellent problem-solving skills. 
  • Ability to collaborate with IT Service Managers and Service Owners and build successful relationships across a wide range of IT teams, business units and senior management.
  • Skilled in understanding and managing risks appropriately.
  • Strong aptitude to learn and adapt to new technologies, methods, processes, and procedures.
  • Strong leadership skills, excellent communication, presentation, and organization skills. 
  • Excellent Microsoft Excel and PowerPoint skills. 

Education, Experience and Certifications

  • Bachelor’s degree from an accredited college/university, IT specialization preferred
  • Minimum 10 years’ experience in IT infrastructure, with experience in IT service delivery preferred.
  • Experience in leading incident response and supporting SaaS applications.
  • 5 years of experience in ITIL-based ITSM role preferred with minimum of 5 years of experience with ServiceNow preferred. ITSM tool administration experience is a plus. 
  • ITIL Foundation certification strongly preferred 

Physical Requirements


The New York Power Authority is an Equal Opportunity Employer                       

New York is Powered by You

We are a team of over 1,900 energy technologists, IT specialists, business experts, hydro engineers, and other professionals leading the energy revolution. With state-of-the-art technology, advanced R&D, and a modernized infrastructure, we provide New Yorkers with low-cost, clean, reliable power — and we are well on the way to becoming the first fully digital utility in the country. At NYPA, you will be empowered to think big, do good, and transform the energy industry.

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Nearest Major Market: White Plains
Nearest Secondary Market: New York City

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