Sargent & Lundy is a leading consulting engineering firm specializing in the power and energy sectors. Since 1891, we have provided comprehensive engineering, design, and consulting services for both traditional and renewable power generation, grid modernization, nuclear power, and more. Our mission is to help clients achieve their energy goals effectively by adopting advanced technologies and sustainable practices. We are looking for a motivated Data Engineer to join our growing data-driven team to enhance our data infrastructure and support analytics initiatives. 

 

Role Overview

 

The ITSM Process Owner is responsible for designing, governing, and continuously improving IT Service Management (ITSM) processes, with a primary focus on Incident Management, Problem Management, Change Management, and Major Incident Management. This role ensures processes are standardized, efficient, and aligned with ITIL best practices to deliver reliable IT services that support business objectives.

Key Responsibilities

Process Ownership & Governance

• Define, maintain, and enforce ITSM processes for Incident, Problem, Change, and Major Incident Management.
• Establish policies, procedures, and standards aligned with ITIL best practices.
• Ensure clear roles, responsibilities, and accountability across IT teams.
• Monitor process compliance and address deviations through governance reviews.

Incident & Major Incident Management

• Own the end-to-end Incident Management process, ensuring timely resolution and minimal business disruption.
• Lead Major Incident management activities, including real-time coordination, stakeholder communications, and post-incident reviews.
• Define escalation paths and communication protocols for high-impact issues.

Problem Management

• Drive root cause analysis (RCA) and permanent resolution of recurring issues.
• Maintain a known error database (KEDB) and ensure proactive problem prevention.
• Partner with technical teams to implement corrective and preventive actions.

Change Management

• Govern the Change Management process, ensuring risk is assessed, approvals are obtained, and successful implementation is achieved.
• Chair or support Change Advisory Board (CAB) meetings.
• Track change success rates, minimize unplanned outages, and improve change efficiency.

Continuous Improvement

• Collect metrics and KPIs to measure process effectiveness and efficiency (e.g., MTTR, change success rate, incident volumes, SLA compliance).
• Identify trends, gaps, and opportunities for improvement in IT operations.
• Implement automation and AI-driven enhancements where applicable.

Stakeholder Management & Communication

• Act as the primary point of contact for business and IT leadership regarding process performance.
• Provide reporting, dashboards, and insights for executives and service owners.
• Deliver training and awareness sessions to ensure process adoption.

 

This position offers the flexibility of a hybrid schedule with the expectation of 3 days per week in our downtown Chicago office, and 2 days remote from home.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related experience.
• 5+ years of IT Service Management experience in a medium-to-large enterprise.
• Strong expertise in ITIL framework (v3 or v4); ITIL certification preferred.
• Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti Cherwell, Jira Service Management).
• Proven experience managing major incidents and facilitating cross-functional collaboration.
• Excellent communication, leadership, and problem-solving skills.

Key Competencies

• Deep knowledge of ITSM/ITIL best practices.
• Strong analytical and decision-making skills.
• Ability to influence and drive adoption across multiple IT and business teams.
• Calm under pressure, especially during critical outages.
• Focus on service quality, business impact, and customer satisfaction.

 

Why Join Us?

• Work in an established company that values innovation and growth.
• Engage with a collaborative team that is dedicated to making a meaningful impact in the energy sector.
• Gain exposure to cutting-edge projects and contribute to data-driven decision-making processes.

 

We do not sponsor employees for work authorization in the U.S. for this position.

 

At Sargent & Lundy, we care about the health and well-being of our employees. Our commitment extends beyond the workplace, offering comprehensive healthcare plans and generous paid time off to support our team members in every aspect of their lives. We understand the importance of work-life balance, which is why we are proud to provide competitive, award-winning benefits. Our dedication to employee satisfaction has earned us the prestigious Top Workplaces Culture Excellence Award for compensation and benefits in 2022, 2023, and 2024.

 

Health & Wellness	Financial Benefits	Work-Life Balance
Health Plans: Medical, Dental, Vision Life & Accident Insurance Disability Coverage Employee Assistance Program (EAP) Back-Up Daycare FSA & HSA	401(k) Pre-Tax Commuter Account Merit Scholarship Program Employee Discount Program Corporate Charitable Giving Program Tuition Assistance First Professional Licensure Bonus Employee Referral Bonus	Paid Annual Personal/Sick Time (PST) Paid Vacation Paid Holidays Paid Parental Leave Paid Bereavement Leave Flexible Work Arrangements

$100,010.00 - $144,190.00

Sargent & Lundy discloses compensation ranges that comply with all local and state regulations. The total compensation package for eligible positions will include a base salary or an hourly rate and a comprehensive benefits package, reflecting our commitment to rewarding performance and supporting the overall well-being of our employees. Individuals may also be eligible to participate in our yearly discretionary bonus.

Sargent & Lundy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any protected status as defined by applicable law.