ITSM Specialists L2

Purpose Brands, the parent company of Orangetheory, Anytime Fitness, Waxing the City, The Bar Method, and Basecamp Fitness, is seeking a ITSM Specialist 2 to join its team. This is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture. Purpose Brands, the parent company of Orangetheory, Anytime Fitness, Waxing the City, The Bar Method, Basecamp Fitness, and Stronger U is seeking ITSM Specialist – Level 2 to join its team. This is a great position for someone who is looking to expand their career, and join a company with a fun, fast-paced and inspirational culture. As a member of the Technology Operations team, the ITSM Specialist Level 2 plays a key role in supporting and evolving Purpose Brands’ IT Service Management processes, tools, and reporting frameworks. This role ensures consistent delivery of IT services across the organization by managing workflows, driving process improvements, and supporting end-users and internal tech teams through the Zendesk and Atlassian platforms or similar ITSM tools. You’ll be the go-to person for incident, request, change, document creation, and problem management practices—helping to uphold ITIL standards and ensuring a great support experience for our staff and franchisees.
PURPOSE / IMPACT (Duties & Essential Functions)

• Manage day-to-day ITSM functions including incident, service request, bug / escalation, change, and problem management using Zendesk and Atlassian tools.
• Maintain and improve ITSM processes and workflows, ensuring high-quality service delivery across all brands.
• Partner with support teams to provide escalation management, process training, and documentation.
• Oversee service queues and monitor performance to ensure SLAs and KPIs are consistently met or exceeded.
• Provide data analysis and reporting to identify trends, opportunities, and areas for improvement.
• Manage the internal knowledge base and create support documentation for both end-users and internal teams.
• Support the change management lifecycle including risk assessment, scheduling, communication, and post-change review.
• Participate in ITSM-related projects such as tool integrations, automation efforts, and service catalog expansion.
• Contribute to audit and compliance activities through accurate documentation and process adherence.
  

Required Qualifications / Experience

• 3 years of experience in IT service management or technical support roles in a multi-brand or distributed enterprise environment.
• Proficiency with Zendesk, Atlassian tools (Ops Genie), or equivalent ITSM platforms.
• Strong understanding of ITIL v4 best practices and service management principles.
• Proven experience in managing and improving service workflows and documentation.
• Excellent written and verbal communication skills.
• Detail-oriented with a strong sense of ownership and accountability.
  

COMPETENCIES

• Service-Oriented Mindset
• Process & Detail Orientation
• Analytical & Problem-Solving Skills
• Adaptability & Continuous Improvement
• Collaboration & Communication
  

Salary: $63-000-$73,000
What’s in it for you?
We offer a competitive salary along with exceptional benefits such as:

• Medical, Dental and Vision Coverage
• Hybrid Work Environment
• Life and Disability Insurance
• Unlimited Time off Paid Holidays
• Fridays off between Memorial Day and Labor Day
• 401(K) Savings Plan Matching at 4%
• 10 Coaching and Therapy sessions
• Mental Health Benefits
• Brand Discounts & Reimbursements
• In-house workout facilities
• Professional Development Opportunities
• Team Building, Employee Engagement Activities & so much more
  

WORK SCHEDULE
Purpose Brands LLC, Currently Observe The Following Hybrid Work Model For Employees At Our Boca Raton (FL), Woodbury (MN), And Seattle (WA) Offices

• Remote optional: Wednesdays and Fridays
• On-site days: Mondays, Tuesdays, and Thursdays
  

DIVERSITY, EQUITY, AND INCLUSION STATEMENT
Purpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the Purpose Brands. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve.
EEO STATEMENT
Purpose Brands provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.