Iron Mountain Technology Jobs

y Policy Statement, <a href="">CLICK HERE</a><br><br><strong>Requisition:</strong> J00

Job Information

Iron Mountain End User Services Experience Engineer in Boston, Massachusetts

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.


The End User Services Experience Engineer supports ITIL based Service Management and process improvement through ownership of key processes and by designing and engineering IT Service Management solutions to meet business needs. Governance of the integration partner providing our Service Desk and Identity Management. Create and promote a collaborative environment within Iron Mountain, where knowledge and skills are shared to facilitate efficient and timely delivery of services to Stakeholders.


  • Responsible for Service Desk and Identity Management governance.

  • Process Ownership: Serves as Process Owner and is responsible for the operational management of one or more key ITIL processes ensuring that the process meets business needs and conforms to industry best practices. Responsibilities include:

  • Perform gap analysis for current processes and tools

  • Provide sponsorship for, and ownership of, process improvement initiatives

  • Design new processes and re-engineer existing processes, where required

  • Lead the implementation of process changes and projects

  • Plan for, and introduce, metrics and reporting to measure the effectiveness of the process

  • Contribute to and support a culture of continual service improvement for ITSM processes.

  • Design and engineer IT Service Management solutions.

  • Partner with support teams to design and implement integrations among various processes and tools

  • Responsible for coordinating changes to ITSM processes and procedures, and making sure that all processes cooperate in a seamless way

  • Ensuring that processes are designed in such a way that they are flexible and well adopted, while ensuring that risks are mitigated

  • Contribute to the IT Service Management strategy and roadmap.

  • ITSM Application: Develop an in-depth understanding of all processes within the ITSM Application and contribute to roadmap and strategy for the system. Ensure that process requirements are documented and catered for, and recommend areas for improvement in the ITSM Application. Test/QA new functionality and changes to process and procedures in the tool and implement into production ensuring adoption.

  • Identify areas for improvement - applies in-depth knowledge of ITIL and experience, across the spectrum of IT Service Management (ITSM) processes to identify potential areas where existing capabilities and processes require change and where new ones need to be developed. These changes must also support current business needs and future plans. Actively works to ensure integration across processes and with other tools in the environment to support the goal of global, streamlined processes.

  • Coordinate Service Transition as end user support needs move to a BAU position.



Bachelor's degree from four-year college or university in Technology or Engineering


  • Demonstrated leadership in technology with a focus on digital transformation and workplace tools

  • Experience in leading transformative technology programs with responsibility for the overall program timeline, budget and stakeholder management

  • Experience in working directly with vendors and other strategic partners required for enterprise platform deployments

  • Experience in platform deployment across all geographic areas and business functions

  • Success in leading change with the development of comprehensive change management plans and excellent communication skills


  • Demonstrated knowledge of cloud and SaaS enterprise platforms

  • Demonstrated knowledge of program and change management

  • Excellent project management skills with the ability to assign and monitor work

  • Excellent written and oral communication skills

  • Demonstrated knowledge of the ITIL framework and IT Service Management best practices

  • Demonstrated knowledge of Process improvement methodologies such as Six Sigma, Lean, ITIL, Workout etc.

  • Demonstrated ability to communicate and influence at all levels

  • Decision making, human relations, and organization skills

  • Experience with industry standard ITSM Tools

  • Good understanding of the tools and techniques used in process improvement

  • The ability to produce efficient and effective processes

  • The ability to manage multiple improvement initiatives simultaneously

  • The ability to train others in processes and related tools.


Category: Information Technology Group

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0027039