E-3 Visa IT Service Management Jobs
IT Service Management roles in the U.S. qualify as E-3 specialty occupations when the position requires a bachelor's degree in information systems, computer science, or a related field. Australian professionals can secure E-3 visa sponsorship without competing in the H-1B lottery, making these roles accessible year-round with indefinite two-year renewals.
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Get Access To All JobsJob Ref:
JR-5259
Location:
21 27 Burlington Ave, BOSTON, MA 02215
Category:
IT/Informatics
Employment Type:
Full time
Work Location:
Remote: occasional onsite
Salary/Pay Rate:
$161,600.00 - $180,100.00 per year
Overview
Reporting to AVP, Enterprise Infrastructure and Operations, the Associate Director of ITSM is a strategic leader responsible for designing, implementing, and improving IT service delivery frameworks that align technology services with business needs. The role emphasizes strong oversight of external partners to ensure effective and reliable service delivery. A key priority is leading the modernization of the DFCI IT Service Catalog, building related workflows in a shared ServiceNow instance, and establishing new ITSM processes and resources. This position also drives adoption of ServiceNow to replace informal request methods with a digital intake culture and to highlight the value of data and metrics for leadership. Additionally, the role manages a blended team of employees, consultants, and contractors to align IT services with clinical, research, and operational needs within a collaborative healthcare partnership. Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
Primary Duties and Responsibilities:
Service Strategy & Implementation
- Lead the end-to-end development of a user-centric Service Catalog, streamlined ITSM workflows, and the continuous improvement of IT Service Management frameworks.
- Act as the primary liaison with the larger Healthcare Organization (HCO) that owns the ServiceNow instance to ensure technical alignment, platform optimization, and excellent user experience.
- Establish ITSM process owners responsible for new technology requests, Knowledge Base (KB) article creation and curation, CMDB, and catalog maintenance.
Operational Oversight
- Define and monitor KPIs for Incident, Problem, and Request Management to maintain high service availability and performance.
- Oversee, enforce, and audit SLAs, performance reporting, and foundational ITSM data, including CMDB accuracy and compliance needs.
- Identify and drive opportunities for automation, process optimization, and service improvements to enhance the user experience.
Team Leadership
- Direct a diverse team consisting of ITSM process owners, technical analysts, contractors, and external consultants fostering a culture of service excellence, accountability, and continuous improvement.
- Manage resource allocation, project budget, and timelines for ITSM changes or upgrades.
- Coordinate closely with business partners and MSP to ensure seamless integration, service alignment, and effective governance across.
- Supervises staff. Hires, develops, and manages staff to achieve organizational goals. Sets clear expectations, delivers feedback, and monitors performance for quality, efficiency, and compliance with policies and procedures. Mentors staff, fosters career growth, and cultivates a positive and productive work environment.
Knowledge, Skills and Abilities:
- Knowledge of Agile, Lean, and DevOps methodologies and their integration with traditional ITSM practices.
- Advanced skill in developing, managing, and monitoring SLAs, OLAs, and Underpinning Contracts to ensure service performance and accountability.
- Ability to design KPI dashboards and performance reports that provide actionable insights into service health and managed service provider performance.
- Knowledge of financial management principles, including departmental budgeting and cost-of-service analysis and deep functional knowledge of Incident, Problem, Change, Request, and Asset Management is required.
- Ability to translate complex technical metrics and analytical data into clear, business-focused reports for executive stakeholders.
- Skill in negotiation and conflict resolution, particularly within complex multi-vendor or outsourced service environments.
- Ability to build strong partnerships and bridge communication between technical teams, business units, and senior leadership.
- Ability to lead with a customer-first, user-experience-driven mindset that supports end-user satisfaction and business alignment.
- Skill in enabling and presenting data-driven decision-making at the senior leadership level to address complex business challenges.
- Ability to influence outcomes without direct authority in shared-services environments and collaborative partner organizations.
Minimum Job Qualifications:
- Bachelor's degree in Computer science, Management of Information Systems, or a relevant field required.
- 6 years of experience in healthcare, life sciences, pharmaceutical, medical device, or other innovation-driven organizations required.
- 6+ years in IT operations or service management, including 5+ years in senior leadership roles required.
- 10+ experience with healthcare organizations such as hospitals, life sciences, pharmaceuticals, medical devices, or innovation-driven organizations preferred.
- Proven success developing and executing ITSM roadmaps that improve agility, service reliability, and user workflows/processes.
- Experience implementing or refining ITSM standards such as COBIT or ISO/IEC 20000 in high-compliance healthcare environments, including DFCI-aligned processes.
- Strong hands-on experience with enterprise ITSM platforms and vendor management, including holding MSPs accountable through service level reviews and improvement plans.
License/Certification/Registration Required:
ITIL v4 or v5 Certification required. PMP preferred.
Supervisory Responsibilities:
Supervise the Technical Business Analyst, ITSM, Technical Business Analyst, Performance and Reporting, and Process Owner, CMDB & Knowledge Management.
Patient Contact:
None
At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.
Pay Transparency Statement
The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.
For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).
$161,600.00 - $180,100.00
Job Ref:
JR-5259
Location:
21 27 Burlington Ave, BOSTON, MA 02215
Category:
IT/Informatics
Employment Type:
Full time
Work Location:
Remote: occasional onsite
Salary/Pay Rate:
$161,600.00 - $180,100.00 per year
Overview
Reporting to AVP, Enterprise Infrastructure and Operations, the Associate Director of ITSM is a strategic leader responsible for designing, implementing, and improving IT service delivery frameworks that align technology services with business needs. The role emphasizes strong oversight of external partners to ensure effective and reliable service delivery. A key priority is leading the modernization of the DFCI IT Service Catalog, building related workflows in a shared ServiceNow instance, and establishing new ITSM processes and resources. This position also drives adoption of ServiceNow to replace informal request methods with a digital intake culture and to highlight the value of data and metrics for leadership. Additionally, the role manages a blended team of employees, consultants, and contractors to align IT services with clinical, research, and operational needs within a collaborative healthcare partnership. Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
Primary Duties and Responsibilities:
Service Strategy & Implementation
- Lead the end-to-end development of a user-centric Service Catalog, streamlined ITSM workflows, and the continuous improvement of IT Service Management frameworks.
- Act as the primary liaison with the larger Healthcare Organization (HCO) that owns the ServiceNow instance to ensure technical alignment, platform optimization, and excellent user experience.
- Establish ITSM process owners responsible for new technology requests, Knowledge Base (KB) article creation and curation, CMDB, and catalog maintenance.
Operational Oversight
- Define and monitor KPIs for Incident, Problem, and Request Management to maintain high service availability and performance.
- Oversee, enforce, and audit SLAs, performance reporting, and foundational ITSM data, including CMDB accuracy and compliance needs.
- Identify and drive opportunities for automation, process optimization, and service improvements to enhance the user experience.
Team Leadership
- Direct a diverse team consisting of ITSM process owners, technical analysts, contractors, and external consultants fostering a culture of service excellence, accountability, and continuous improvement.
- Manage resource allocation, project budget, and timelines for ITSM changes or upgrades.
- Coordinate closely with business partners and MSP to ensure seamless integration, service alignment, and effective governance across.
- Supervises staff. Hires, develops, and manages staff to achieve organizational goals. Sets clear expectations, delivers feedback, and monitors performance for quality, efficiency, and compliance with policies and procedures. Mentors staff, fosters career growth, and cultivates a positive and productive work environment.
Knowledge, Skills and Abilities:
- Knowledge of Agile, Lean, and DevOps methodologies and their integration with traditional ITSM practices.
- Advanced skill in developing, managing, and monitoring SLAs, OLAs, and Underpinning Contracts to ensure service performance and accountability.
- Ability to design KPI dashboards and performance reports that provide actionable insights into service health and managed service provider performance.
- Knowledge of financial management principles, including departmental budgeting and cost-of-service analysis and deep functional knowledge of Incident, Problem, Change, Request, and Asset Management is required.
- Ability to translate complex technical metrics and analytical data into clear, business-focused reports for executive stakeholders.
- Skill in negotiation and conflict resolution, particularly within complex multi-vendor or outsourced service environments.
- Ability to build strong partnerships and bridge communication between technical teams, business units, and senior leadership.
- Ability to lead with a customer-first, user-experience-driven mindset that supports end-user satisfaction and business alignment.
- Skill in enabling and presenting data-driven decision-making at the senior leadership level to address complex business challenges.
- Ability to influence outcomes without direct authority in shared-services environments and collaborative partner organizations.
Minimum Job Qualifications:
- Bachelor's degree in Computer science, Management of Information Systems, or a relevant field required.
- 6 years of experience in healthcare, life sciences, pharmaceutical, medical device, or other innovation-driven organizations required.
- 6+ years in IT operations or service management, including 5+ years in senior leadership roles required.
- 10+ experience with healthcare organizations such as hospitals, life sciences, pharmaceuticals, medical devices, or innovation-driven organizations preferred.
- Proven success developing and executing ITSM roadmaps that improve agility, service reliability, and user workflows/processes.
- Experience implementing or refining ITSM standards such as COBIT or ISO/IEC 20000 in high-compliance healthcare environments, including DFCI-aligned processes.
- Strong hands-on experience with enterprise ITSM platforms and vendor management, including holding MSPs accountable through service level reviews and improvement plans.
License/Certification/Registration Required:
ITIL v4 or v5 Certification required. PMP preferred.
Supervisory Responsibilities:
Supervise the Technical Business Analyst, ITSM, Technical Business Analyst, Performance and Reporting, and Process Owner, CMDB & Knowledge Management.
Patient Contact:
None
At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.
Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.
Pay Transparency Statement
The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.
For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).
$161,600.00 - $180,100.00
See all 247+ E-3 Visa IT Service Management Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new E-3 Visa IT Service Management Jobs.
Get Access To All JobsTips for Finding E-3 Visa Sponsorship in IT Service Management
Align your credentials to ITSM specialty occupation
Your Australian degree must map to the specific role, not IT generally. A Bachelor of Information Systems supports an ITSM analyst position, but a general business degree without an IT major can trigger an LCA challenge. Gather your academic transcripts before applying.
Target employers with active LCA filing history
Focus your search on employers who have filed Labor Condition Applications for ITSM or IT operations roles in the past two years. DOL's OFLC disclosure data shows which companies routinely sponsor these positions, saving you from employers who are unfamiliar with E-3 visa requirements.
Clarify E-3 requirements before the offer stage
Many U.S. hiring managers conflate the E-3 with the H-1B lottery. Raise the E-3 early in conversations: no lottery, no cap, employer files the LCA with DOL, and you handle the consulate appointment in Australia. Informed employers move faster.
Use Migrate Mate's E-3 filing service for LCA and paperwork
Once you have an offer, use Migrate Mate's E-3 filing service to handle your LCA and visa paperwork end-to-end. Errors in the LCA's prevailing wage classification for ITSM roles are a common delay trigger that a dedicated E-3 expert can prevent.
Verify your employer's E-Verify enrollment before signing
Some ITSM contracts are with federal agencies or on-site at government facilities, which require E-Verify enrollment as a condition of employment. Confirm your employer is enrolled before you accept an offer, since unenrolled employers cannot legally hire E-3 workers on certain contracts.
Request a new LCA when changing ITSM employers
Your E-3 status is tied to the specific employer and LCA on your visa stamp. If you switch companies, the new employer must file a fresh LCA before you start work. Factor a DOL processing window of around seven business days into your transition timeline.
E-3 Visa IT Service Management: Frequently Asked Questions
How do I find IT Service Management jobs with E-3 visa sponsorship?
Migrate Mate is built specifically for this search. It filters IT Service Management roles by employers with E-3 sponsorship history, so you're not cold-applying to companies that have never filed an LCA. You can search by role, location, and industry to find positions that are genuinely open to Australian candidates.
How much does it cost to get an E-3 visa?
Migrate Mate's E-3 filing service covers the entire process for $499, including the Labor Condition Application, visa document preparation, and consulate appointment guidance. Traditional immigration lawyers charge $2,000–$5,000+ for the same work. The E-3 has less paperwork than most work visas, so paying thousands for legal help is usually unnecessary.
Does an IT Service Management role qualify as a specialty occupation for the E-3?
Yes, provided the position requires at minimum a bachelor's degree in a directly related field such as information systems, computer science, or information technology management. Generic ITSM coordinator roles that accept any degree may not qualify. The job description's stated degree requirement is what the consular officer and DOL assess, so the employer's posting language matters significantly.
How does the E-3 compare to the H-1B for ITSM professionals?
The E-3 has no annual lottery and no cap, so you can apply at any point in the year rather than waiting for the April registration window. ITSM roles are heavily contested in H-1B registrations because tech employers file large volumes of petitions. The E-3 bypasses that entirely, and the employer's cost and paperwork burden is substantially lower, which can make you a more attractive hire.
Can I work as an ITSM contractor on an E-3 visa?
You can work through a staffing agency or as a W-2 contractor, but the E-3 requires a bona fide employer-employee relationship. The entity filing your LCA must function as your employer of record and control your work. Pure independent contracting arrangements where you invoice directly as a sole trader do not satisfy the E-3 employer requirements.