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Job Title:
IT Service Management Engineer
Job ID:
Job Function:
Full/Part Time:
Job Category:
Information Technology
Washington, DC US
Business Unit:
Integrated Technology Services
Business Unit Description


AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name.  As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.

Information Technology Solutions (ITS) is AARP's technology leader in positive social change and member value, enabling a more effective workforce and globally connecting employees, members, volunteers, partners and advocates to maximize engagement.


Summary Statement


The ITSM Engineer reports to the Director, Service Delivery. Responsible for operational management of all IT Service Management / ITIL processes, including: Incident, Problem, Change, Event, Disaster Recovery, Service Request, Reporting and Service Catalog. The engineer collaborates closely with Service Delivery colleagues and other ITS stakeholders in End User Services and Customer Service teams to ensure that ITS strategic objectives and goals are met. A focus on optimization and service level management is required. The engineer is expected to demonstrate a depth of expertise in desktop support, help desk, and escalation procedures.




Functional/Technical Responsibilities


The ITSM Engineer requires the ability to balance tactical day-to-day initiatives with strategic initiatives. This position requires a high  degree of autonomy related to working across the IT organization, within AARP business units, and with vendors, outsourcing partners, and others. This position requires a degree of innovation and conceptualization of moving the domain forward in terms of its IT agility, value and alignment with the business goals and the architectural standards established by the Innovation group.




Required Competencies:

Candidate Qualifications:               


Benefits Offered


 AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.


Equal Employment Opportunity


AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.  AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.




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