GRC ITSM Specialist (Governance, Risk, Compliance IT Service Management)

As a GRC ITSM Specialist, you will bridge Governance, Risk & Compliance (GRC) and IT Service Management (ITSM) disciplines to strengthen our global IT operations and compliance posture. You will work across security, compliance, and service management teams to ensure processes, controls, and IT services meet internal standards, industry regulations, and contractual requirements.

In this role, you will be responsible for designing, implementing, and maintaining ITSM processes that align with GRC frameworks, driving operational excellence, audit readiness, and risk mitigation. You’ll collaborate with teams across multiple geographies to ensure consistent service delivery and compliance across our global telecoms environment.

Work Locations:

This is a hybrid or remote optional position with the ability to be based out of one of the following office locations: Grand Rapids, Michigan, Herndon, Virginia, Alpharetta, Georgia, Blue Bell, Pennsylvania, or New York, New York. This position must live and be authorized to work in the United States; it is not eligible for relocation or sponsorship.

Hours:

• Flexible – typically 8am to 6pm ET

Travel:

• 25% domestic and international travel annually

What You Will Do:

• Maintain credentials at 100% pass rate.
• Support the development, implementation, and maintenance of GRC frameworks (e.g., ISO 27001, SOC 2, GDPR, Cyber Essentials Plus).
• Conduct periodic risk assessments, control testing, and compliance monitoring across ITSM processes.
• Assist in internal and external security/compliance audits by preparing evidence, reports, and remediation plans.
• Maintain documentation of policies, procedures, and controls in alignment with global standards and regulatory requirements.
• Administer and enhance ITSM platforms (e.g., ServiceNow, Jira Service Management) to ensure effective incident, problem, change, and request management processes.
• Monitor and report on ITSM KPIs, SLAs, and OLAs to identify trends, risks, and opportunities for improvement.
• Support change management processes to ensure security, compliance, and minimal operational disruption.
• Collaborate with IT operations and security teams to ensure alignment between IT service delivery and compliance requirements.
• Act as a liaison between IT, Security, and Compliance teams to ensure service delivery aligns with regulatory and contractual obligations.
• Provide training and awareness sessions for ITSM and compliance best practices.
• Recommend and implement process improvements to reduce risk and enhance efficiency in service delivery.

What You Will Need:

Technical & Functional Skills:

• ITSM Expertise: Strong understanding of ITIL processes (incident, problem, change, request, asset/configuration management).
• GRC Framework Knowledge: Familiarity with ISO 27001.
• Audit & Compliance Support: Ability to prepare audit evidence.
• Tool Proficiency: Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management) and GRC tools.
• Risk Management: Ability to identify, assess, and prioritize risks within IT service delivery.
• Metrics & Reporting: Skilled in analyzing KPIs/SLAs/OLAs to monitor service quality and compliance performance.

Analytical & Problem-Solving Competencies:

• Root Cause Analysis: Ability to investigate incidents and service gaps, identifying both technical and process-related causes.
• Process Optimization: Skilled at streamlining workflows and improving efficiency while maintaining compliance.
• Attention to Detail: Ensuring accuracy in compliance documentation, service records, and audits.

Interpersonal & Collaboration Skills

• Cross-Functional Collaboration: Comfortable working with security, IT operations, compliance, and business teams across multiple geographies.
• Clear Communication: Ability to explain technical and compliance concepts to non-technical audiences.
• Stakeholder Engagement: Building trust with internal and external stakeholders, including auditors.
• Training & Awareness: Capable of developing and delivering GRC and ITSM process training.

Personal Attributes:

• Adaptability: Thrives in a fast-paced, globally distributed environment with changing priorities.
• Ownership & Accountability: Takes responsibility for deliverables and deadlines.
• Proactive Mindset: Anticipates potential risks and service issues before they escalate.
• Continuous Learning: Stays current on emerging ITSM and GRC trends, tools, and regulations.
• Cultural Awareness: Understands and respects diverse working styles in a global workforce.

Qualifications:

Required:

• 5–10 years of combined experience in IT Service Management and Governance, Risk & Compliance within a global enterprise, preferably in telecoms or technology.
• Strong knowledge of ITSM frameworks (ITIL v3/v4) and hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Working knowledge of compliance frameworks such as ISO 27001, SOC 2, GDPR, Cyber Essentials + or similar.
• Experience preparing for and supporting internal and external audits.
• Ability to analyze service metrics, identify trends, and recommend process improvements.
• Strong communication skills, with experience working across global teams and time zones.

Preferred:

• ITIL certification (Foundation or higher).
• Security/GRC certifications (e.g., CISA, ISO 27001 Lead Implementer/Auditor, CompTIA Security+).
• Experience in a regulated industry (telecommunications, finance, healthcare).

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours.

Why BCM One:

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries
  
• Comprehensive medical, dental, and vision insurance
• Company-provided life and disability insurance
• Matching 401 (k) plan
• Employee Emergency Assistance Fund
• Paid holidays and vacation time
  

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.