ITSM Lead - Change management job vacancy

Vacancy expired!

Position:

ITSM Lead

Location:

Columbus, OH

Duration: Full Time

Technical/Functional Skills -MUST HAVE SKILLS:Incident Management,Problem Management,Change Management,Configuration Management and familiar with industry leading ITSM platforms like ServiceNow, BMC on functionalities, integrations and out of box features of the latest releasesTitle: ITSM LeadRoles and ResponsibilitiesOverall:

Client facing role as an expert and go to person for all ITSM process areas managing the extended team at offshore

Responsible for client satisfaction, adherence and managing SLAs with backlogs

Maintains regular communication with the team and works as a mentor to achieve successful delivery

Drives the team to achieve continuous improvements in consultation with the client in a prioritized manner to minimize pain areas and increase effectiveness.

Reviews the effectiveness and efficiency of the Incident Management process and identifies process gaps and their implementation in the tool

Updates and detail the process to streamline operations and ensures synchronization with the tool

Conducts regular training of staff on the processes

Provide professional reporting to client at various levels to highlight achievement with a roadmap to improve operational performance

Incident Management: Has end-to-end responsibility for the Incident Management process including Major incident management, standards and strategic direction of the process within the account. Is responsible to ensure all the various process components are executed through the many different organizational units involved in Incident Management Works with the Reporting team to ensure collection and reporting of Incident Management metrics Work with customer Incident process owner on all matters related to Incident managementProblem Management: Is responsible to ensure all the various process components are executed through the many different organizations/units involved in Problem Management (managing problem records end-to-end) Validate reports of Problem Management metrics to support the Plan Do Check Act improvement cycle Performs Proactive Problem Analysis based on incident trend analysis Reviews the effectiveness and efficiency of the Problem Management process within the account Is responsible for updates of account specific process documentation including training of the many different organizations that are involved in Problem Management within the account Work with customer problem process owner on all matters related to problem managementChange Management: Ensures that the Change Management process is being adhered to for a given Customer Performs preliminary evaluation and clarification of the request, and ensure the Change is authorized based on the Service Level agreement between TCS and the customer. Ensures that the change is coordinated through its lifecycle including credible Risk Assessment and mitigation Identifies Changes which may be considered Release candidates Evaluates the Change and Release and Deployments plans for completeness prior to Change Advisory Board (CAB) review. This includes validating that all documentation and information associated with the various phases of the Change are complete and available. Documents and communicates CAB (and other review meeting such as Technical or Financial Advisory Board) agenda and subsequent minutes Convenes and chairs Emergency CAB (E/CAB) reviews Facilitates the Post implementation review of any failed/ backed out change or change causing major incidentso Review implemented Changes to ensure that they have met their objectives, and refers back on those which have been backed out or failedo Reviews completed Change (including those deployed via Release and Deployment Management) and recommends associated closure codes Ensures updates of changes to Knowledgebase and CMDB before Change closure Works with the towers and client process owners to ensure the increase in the approved Standard Changes and decrease in the Emergency changesConfiguration Management: Responsible for implementation and execution of global standards within an account. Drive compliance to the Configuration Management framework for the accounts covered Owns the account documentation and all related process documentation and training materials Define verification and audit procedures to ensure accuracy and integrity of Configuration Management Data Base (CMDB) Host regular review meetings with Support groups to maintain CMDB completeness and accuracy Communicate Global Configuration Management process changes/updates along with impacts to Delivery teams Track and manage all Configuration Items (CIs) required to provide a contractually agreed services between TCS and Customer. Roles and Responsibilities are clearly defined and all involved parties in the process are empowered to run the Configuration Management Process. Contact details for individuals performing Configuration Management should be included in an appropriate Support Contact Matrix for an account or organization. All staff and suppliers involved in Configuration Management must be trained before they use the Process. Performance measures and regular exception reporting must be performed and reviewed.Technical Skills Thorough understanding of ITIL and IT Service Management concepts Familiar with industry leading ITSM platforms like ServiceNow, BMC on functionalities, integrations and out of box features of the latest releases Experience in designing, developing and documenting IT Service Management processe workflows, governance (R&R and RACI), performance measurement and reporting Experience in developing ITIL process performance metrics, measurement and agreements Knowledge of Service and Systems management applications including ticketing/workflow tools Knowledge of at least one recognized process improvement techniques like 6sigma, PDCA etc.Soft Skills

Proven experience in an offshore centric global delivery model
Excellent written and verbal communication
Excellent presentation skills
Excellent customer interaction skills
Excellent documentation skills
Good problem-solving abilities
Proven experience in interacting with senior management

Experience: 7+ years’ experience in implementation and support of IT Service Management operations

Vacancy expired!

ID	#45767652
State	Ohio
City	Columbus
Job type	Permanent
Salary	USD Depends on Experience Depends on Experience
Source	Swanktek
Showed	2022-09-17
Date	2022-09-06
Deadline	2022-11-05
Category	Et cetera
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Job Details

ITSM Lead - Change management

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