Staff Software Engineer - ITSM (NJUS)

Staff Software Engineer - ITSM (NJUS)Company: NetJets Services, Inc. Area of Interest: Information Technology Location: Columbus, OH, US, 43219 Req ID: 18461Purpose of Position: As a Staff Software Engineer, you will provide strategic and technical leadership for enterprise workflow, service management, automation, and operational platforms that support critical business capabilities across NetJets. This role is responsible for defining architecture, governance, integration strategies, and platform roadmaps that enable scalable, secure, and efficient business operations. You will partner closely with business stakeholders, technology leaders, cybersecurity teams, enterprise architects, and delivery teams to design solutions that improve service delivery, operational efficiency, employee experience, and organizational agility. The ideal candidate possesses deep experience in enterprise platform architecture, process automation, workflow design, systems integration, data strategy, and cloud technologies. You will serve as a trusted advisor to business and technology leadership while ensuring platform capabilities align with long-term strategic objectives and enterprise architecture standards.Tasks and Responsibilities:Lead and drive engineering, architecture, and development teams to define and influence technical direction for relevant applications.Drive the team to improve stabilization, resiliency, and technical hygiene of the supported domain.Mentor and guide Associate-level to Lead-level software engineers, sharing knowledge and promoting best practices.Ensure application resiliency, stability, security, and data protection by implementing robust engineering practices, proactive monitoring, and adherence to organizational and industry standards.Collaborate with architects, the Engineering & Architecture team, the Data team, and the Cybersecurity team to implement scalable and resilient software architectures that meet business and technical requirements.Serve as the enterprise subject matter expert for IT Service Management (ITSM) processes and best practices, ensuring alignment between business objectives, operational processes, and platform capabilities.Lead the design, governance, and continuous improvement of core service management processes including Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, Asset Management, and Configuration Management.Establish and maintain Configuration Management Database (CMDB) strategy, governance standards, data models, lifecycle processes, and data quality controls to ensure the accuracy and reliability of enterprise configuration data.Define enterprise standards for service asset and configuration management, including configuration item (CI) identification, ownership, relationships, service mapping, and dependency management.Partner with infrastructure, cloud, cybersecurity, applications, and operations teams to develop and maintain a comprehensive technology service model supporting operational visibility, impact analysis, and service continuity.Lead architecture efforts supporting service discovery, dependency mapping, operational observability, event correlation, and service health initiatives.Develop governance frameworks and operational controls to ensure compliance with ITIL principles, technology standards, audit requirements, and organizational policies.Drive adoption of mature service management practices through process optimization, automation, metrics, reporting, and continual service improvement initiatives.Education: Bachelor's in Computer Science or related fieldCertifications and Licenses: ITIL Foundation, ITIL Managing Professional, or equivalent service management certification.Years of Experience: 8-10 years of experienceCore Competencies: Adaptability, Collaboration, Curiosity, Service-Oriented, Strives For Positive ResultsKnowledge, Skills, Abilities and Other (KSAOs): Bachelor's degree in Computer Science, Electrical Engineering, or an equivalent engineering field. Deep expertise in IT Service Management (ITSM) frameworks and ITIL best practices, with demonstrated experience implementing and optimizing enterprise service management processes. Extensive experience architecting and governing Configuration Management Database (CMDB) solutions, including configuration item modeling, service mapping, relationship management, discovery strategies, and data governance practices. Strong knowledge of Incident Management, Problem Management, Change Enablement, Request Management, Knowledge Management, Service Asset and Configuration Management, and Continual Service Improvement processes. Experience developing CMDB governance frameworks, operational standards, data ownership models, and lifecycle management procedures to maintain data integrity and operational effectiveness. Understanding of service mapping methodologies, application dependency mapping, infrastructure relationships, and business service modeling. Experience integrating enterprise platforms with cloud infrastructure, endpoint management, identity and access management, monitoring, observability, asset management, and operational tools. Knowledge of IT Operations Management (ITOM), technology service modeling, event management, discovery technologies, operational analytics, and service health monitoring. Proven ability to establish platform governance, operational controls, architecture standards, and best practices that support long-term scalability, maintainability, and business value realization.Preferred Qualifications: Experience leading enterprise CMDB modernization, service modeling, discovery, or service mapping initiatives. Experience supporting large-scale digital transformation, enterprise service management, IT operations management, or workflow automation programs. Experience working within highly regulated, security-focused, and operationally critical environments. Experience with products like ServiceNow, Jira JSM, Ivanti, OpenText SMAX, BMC HelixHow NetJets Supports You: NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVE WELL —a comprehensive package to support your Mind, Body, and Life. Our comprehensive suite of benefits include: Medical, Dental, and Vision Healthcare Advocacy Employee Assistance Program Flexible Spending Accounts Health Savings Account with annual employer contribution Wellness Programs & Discounts Paid Time Off Parental Leave of Absence Life and Accident Insurance Voluntary benefits (financial protection plans) 401(k) plan, with 67% of every dollar you contribute matched by NetJets Short and Long-Term Disability Legal Plan Identity Theft Protection Plans Pet Insurance Family & Caregiving Support