Vacancy expired!
- Assess the existing CMDB process documentation and modify as needed. Develop and maintain any new documentation
- Facilitate CMDB audits, review and approve all changes to the CMDB, creating and chairing the CMDB board, develop reports/dashboards and present metrics to management
- Advocate/mentor/socialize the importance surrounding the usage of the CMDB and report on noncompliance
- Develop and maintain transition to operations policies and procedures to ensure they are fit for purpose
- Oversee scheduling, planning, prioritization, risk management and dependencies to ensure the effective transition to operations across the enterprise
- Ensure Project teams and stakeholders follow the agreed service transition processes and procedures,
- Promotes best in class, ITIL based service transition practices
- Establish and tracks process metrics and monitors process maturity based on identified KPIs and reports
- Facilitate meetings with Project Managers, Business Partners, and business leaders / owners to ensure transition processes are followed
- Ensures Change Delivery and Service Providers are sufficiently engaged in transition of services into the production
- Ensure that a comprehensive support structure exist in the project close-out structure
- Provide support for other processes that are closely integrated with transition management.
- Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria
- Participate in end to end stakeholder groups to improve the efficiency of future deliveries and processes
- Ensure quality control processes and testing was completed before release into production
- Promote continuous improvement of the service transition process
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- Minimum of B.S. in an information-systems type curriculum required
- ITIL Foundations Certification (v3 or v4) required; ITIL Intermediate preferred
- 3-5 years of relevant experience
- Experience with Configuration Management required
- Experience with Knowledge Management preferred
- Experience with (Service) Transition Management preferred
- Exposure to general IT Service Management (ITSM) operation as it relates to ITIL
- Exposure to Change Enablement
- Exposure to Problem Management
- Significant experience with ServiceNOW
- Experience maturing and managing a Configuration Management Data Base (CMDB)
- Familiarity with Knowledge Management and Transition Management and ITIL pillars
- Ability to prepare reports, dashboards, and speak to the metrics displayed; develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes
- Microsoft Office Applications:
- Ability to write accurate technical documentation, policies, procedures in Word.
- Ability to prepare workflows, roadmaps, infographics, etc., in Visio
- Ability to lead meetings in Teams
- Ability to create and present slide decks in PowerPoint
- Ability to present themselves professionally and communicate with users at all levels of expertise
- Customer facing
- Public speaking
- Problem-solving
- Lead conference calls
- Strong written communication skills, especially that which involves technical documentation
- Strong ability to set and achieve deliverables, as well as hold others accountable
- Ability to be self-directed, work independently, and as part of a team
- Ability to take on multiple projects
- Ability to maintain the "enterprise view"; what's best for the company in the spirit of continual improvement.
- Ability to drive process definition, re-engineering, improvement, and gap analysis of current/to be processes
- Willing to engage and participate in the quality control process
- Ability to understand, communicate and manage risks effectively
- Demonstrated skills in gathering and documenting requirements
- Strong Project Management skills
- Experience in managing customer relationships, understanding business imperatives, shaping service and solutions propositions, and negotiating win-win outcomes
- Ability to quickly build relationships and establish credibility across the shared service function and with business leaders
- The ability to work in a fast-paced environment with constant change and adaptability is required
Vacancy expired!