Vacancy expired!
- Manages the day to day operations of one or more service management practice areas.
- Aligns IT business functions with available tools to achieve agreed upon levels of service management operations.
- Streamline and standardize IT processes, standards and supporting documentation.
- Leads the definition, execution, and operationalization of new and updates to processes within their designated practice area(s), including those that utilize the ServiceNow platform. This includes verifying and implementing detailed technical and process design solutions to problems as identified by the ITSM leadership.
- Works closely with other ITIL disciplines to ensure the success of ITSM process implementations.
- Coordinates the collection of data and provides analysis of information and recommendations for process improvements.
- Owns and manages knowledge sharing within and across IT and business teams, both in written and spoken formats. Ensures other team members are able to support knowledge sharing of their practice area(s) within other teams they are part of.
- Responsible for building ITSM compliant process knowledge and developing ITSM process documentation.
- Assists with multiple customers. Leads and/or provides expertise to functional or project teams and may participate in cross-functional initiatives.
- Strives to understand a broad spectrum of our technologies in order to develop processes that meet customer requirements and overall business needs.
- Identify issues and risks and manage respective resolution and mitigation strategies, respectively.
- Will frequently need to lead and facilitate meetings, run workshops, and give presentations.
- Identify critical paths, tasks, dates, testing, and acceptance criteria for any new process component or ITSM-related activity to be implemented.
- Bachelor's degree in Computer Science or equivalent education required.
- Must have a minimum of:
- Comprehensive understanding of ITIL and ITSM practices and processes.
- Strong understanding of ServiceNow.
- Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with customers, IT management, staff and vendors.
- ITIL Certification preferred.
- Natural ability to be authoritative, communicate clearly, completely and concisely, as well as have a comfort level in providing updates at all levels of the organization.
- Excellent analytical, oral, written, presentation and interpersonal communication skills.
- Ability to logically approach a problem from definition through resolution. Ability to define a root cause analysis of an issue and explain causes, contributors and resolutions to customers and other team members.
- Ability to effectively exercise tact, discretion, judgement and diplomacy when interacting and/or negotiating with internal and external customers, and senior management.
- Ability to present and explain technical information in a way that establishes rapport persuades others, and gains understanding.
- Strong collaboration and influencing skills are required. The successful candidate must have the ability to persuade and build consensus cross-functionally as an evangelist in a team oriented fashion. Must be able to inspire and motivate the organization as the transformation activities continue across IT and within the business.
- Ability to make decisions quickly with on available information and take action performing proper risk and issues management.
- Demonstrates an understanding of appropriate testing practices and the configuration & defect lifecycle as it pertains to process development and implementation (with or without technical components).
- Needs to be autonomous, have initiative, and leadership skills to promote their designated practice areas as well as ITSM overall.
- Able to discuss (within own area of expertise) requirements with customer, and to challenge and clarify when appropriate. Ability to listen to and respond to customer's needs.
- Ability to logically approach a problem from definition through resolution. Ability to define a root cause analysis of an issue and explain causes, contributors and resolutions to customers and other team members.
Vacancy expired!