ABOUT US
PHINIA: Advancing sustainability today, powering a cleaner tomorrow.
PHINIA is an independent, market-leading, premium solutions and components provider with over 100 years of manufacturing expertise and industry relationships, with a strong brand portfolio that includes DELPHI®, DELCO REMY® and HARTRIDGE™. With over 12,500 employees across 43 locations in 20 countries, PHINIA is headquartered in Auburn Hills, Michigan, USA.
At PHINIA, we Provide fuel systems, electrical systems, and aftermarket products and solutions of the highest quality — developed and manufactured responsibly — that are designed to enhance efficiency and reduce the environmental impact of vehicles, industrial machinery, and other applications. In doing so, we contribute to a cleaner tomorrow, treat our people and surrounding communities with respect, and hold ourselves accountable to robust ethical standards.
Our Culture
PHINIA promotes and cultivates an inclusive culture and diverse perspectives, strives to maintain its reputation for excellence, thrives on the power of collaboration, and fosters the development of our talented employees. We believe in making a positive impact through our business and actions, and we take our collective responsibility seriously.
Career Opportunities
We believe in building a brighter tomorrow for our employees as well as our customers and encourage you to learn about our long history, strong culture, new technologies, and future vision. We offer a strong local presence and interesting global opportunities. Join us on this shared journey toward a brighter tomorrow.
JOB PURPOSE
PHINIA is seeking an IT Service Management (ITSM) Toolset Lead to own, enhance, and optimize PHINIA’s global ITSM platform(s) and related workflows. This role ensures that ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalents) deliver robust, standardized, and scalable service delivery capabilities across Incident, Request, Problem, Change, CMDB, Knowledge, and Asset processes. The Lead will partner with Service Desk, Infra, Apps, Security, and SIAM partners to drive platform governance, automation, and continuous improvement.KEY RESPONSIBILITIES
Key Responsibilities
Own and manage PHINIA’s global ITSM platform-including configuration, administration, module ownership, continuous improvement, and long-term roadmap planning aligned to ITSM maturity.
Lead the design, optimization, and rollout of ITSM modules such as Incident, Request, Problem, Change, CMDB, Knowledge, Asset, Service Catalog, and future capabilities (Experience Management, Service Operations Workspace, Automation Engine).
Drive automation-first operations, developing workflows, rules, orchestration, and end‑to‑end automated fulfillment using ITSM automation engines, integration hubs, and low‑code/no‑code tooling.
Establish and maintain ITSM configuration standards, governance models, reusable templates, and best practices to ensure consistent global adoption.
Partner with Service Desk, Infrastructure, Applications, Security, and SIAM providers to ensure ITSM processes, workflows, and data align with PHINIA’s ITIL and operational governance models.
Coordinate platform upgrades, enhancements, regression testing, and feature deployments; ensure seamless adoption and operational readiness across teams.
Ensure CMDB health and accuracy, managing discovery integrations, service mapping, CI relationships, dependency mapping, and lifecycle governance.
Build and maintain dashboards, analytics, and real‑time performance insights across SLAs, MTTR, backlog health, change risk, and experience-level indicators (XLAs).
Manage integrations between the ITSM platform and enterprise systems such as
monitoring/observability tools, identity and access platforms, endpoint tools, security systems, automation engines, and cloud services.
Support compliance and audit requirements via tool-based controls, access governance, immutable logs, approval flows, and standardized reporting.
Identify and lead toolset improvement opportunities, including AI‑assisted support, virtual agents/chatbots, automated triage, sentiment analysis, and predictive analytics for operations.
Ensure effective knowledge transfer with MSPs, internal teams, and global stakeholders; maintain knowledge articles, runbooks, and training documentation.
Evaluate emerging ITSM capabilities, AI/automation features, and modern practices to keep PHINIA’s service management ecosystem future-ready.
What we’re looking for
Bachelor’s degree in computer science, Information Systems, Engineering, or related field.
6–10+ years of experience managing or administering ITSM platforms in a global enterprise environment.
Strong hands-on experience with ServiceNow, Jira Service Management, or a similar enterprise ITSM platform.
Deep understanding of ITIL processes (Incident, Problem, Change, Request, CMDB, Knowledge).
Experience with workflow automation, catalog design, and platform scripting/configuration.
Strong knowledge of CMDB modeling, discovery, service mapping, and configuration governance.
Experience integrating ITSM tools with monitoring, identity, endpoint, and cloud platforms.
Familiarity with SIAM operating models and ITIL-driven service delivery environments.
Strong communication and stakeholder collaboration skills.
Ability to lead cross-functional initiatives and manage vendor delivery.
Analytical mindset with strong problem-solving and documentation skills.
ServiceNow Certified System Administrator (CSA) or equivalent.
ITIL Foundation (required); ITIL Intermediate/Practice Manager (preferred).
Agile/Scrum certifications – plus.
WHAT WE OFFER
We provide compensation and benefits programs intended to attract, motivate, reward, and retain an incredibly talented, globally diverse workforce at all levels within our organization. Our compensation programs are informed by market data and business needs, and we are committed to providing equitable and competitive compensation. We are committed to providing our team with quality and competitive benefit programs, including health and well-being resources, family-centric policies, and an agile workplace program, where not precluded by collective bargaining agreements or national statutory plans. Plans are benchmarked for competitiveness and value.
We provide formal development opportunities at all levels and stages of employee careers. These opportunities are delivered in a variety of formats to make our portfolio of solutions agile, sustainable, and scalable to support our employees in developing the skills needed to succeed.
WHAT WE BELIEVE
Product Leadership - Innovation that brings value to our customers
Humility - Seeking out diverse perspectives and working collaboratively
Inclusivity - Recognizing our differences makes us stronger; we are bold and intentional
Net-Zero - Committed to energy efficiency, waste reduction and beneficial reuse
Integrity - Taking responsibility for our decisions and doing what is right
Accountability - Taking ownership of our actions and driving results
SAFETY
You will consistently hear us say Safety First! We are committed to continually improving our strong safety performance supporting the health and wellness of our employees!
We also believe employee health and safety is everyone’s responsibility. We encourage safety learning and collaboration to help employees understand and follow applicable safety policies, standards, and procedures and identify opportunities to minimize or eliminate risk. Work is expected to be conducted in a manner that stresses the importance of preventing incidents and illnesses, including attending all required safety meetings and trainings. It is expected that all incidents, near misses, and unsafe conditions are immediately reported to the direct manager, Human Resources, or Safety Representative.
EQUAL EMPLOYMENT OPPORTUNITY
PHINIA is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability or protected veteran status.
VISA SPONSORSHIP
PHINIA does provide sponsorship for employment visa status based on business need. However, for this role, applicants must be currently authorized to work on a full-time basis, in the country where the position is currently based.
NO UNAUTHORIZED REFERRALS FROM RECRUITERS & VENDORS
Please note that PHINIA does not seek or accept unsolicited resumes or offers from third party recruiters or staffing agencies associated with any published or unpublished employment opportunities. Any unsolicited information sent to PHINIA will be considered as unencumbered and free from any fee or charge whatsoever. Only members of our Human Resources Team have the authority to engage or authorize recruiting services, which must be agreed upon before the unsolicited resume or offer is received.
GLOBAL TERMS OF USE AND PRIVACY STATEMENT
Please access the linked document by clicking here, select the geographical area where you are applying for employment, and review.
Before submitting your application you will be asked to confirm your agreement with the terms.
Career Scam Disclaimer:
PHINIA makes no representations or guarantees regarding employment opportunities listed on any third-party website. To protect against career scams, job applicants should take the necessary precautions when interviewing for and accepting employment positions allegedly offered by PHINIA. Applicants should never provide their national ID numbers, birth dates, credit card numbers, bank account information or other private information when communicating with prospective employers or responding to employment opportunities online. Job applicants are invited to contact PHINIA through PHINIA’s website to verify the authenticity of any employment opportunities.
Advancing sustainability today, powering a cleaner tomorrow. Join us on this shared journey to a brighter tomorrow. For more information about PHINIA, please visit www.phinia.com.