Job Description: Responsibilities:
- Performing an analysis of existing support processes against ITSM principles.
- Partnering with internal service management personnel and aligning with organizational guidance.
- Generating recommendations for the CARA team to formalize ticketing / issue management increase routine operational monitoring and automation, establish SLAs,
- Identify metrics to measure work volume and value delivery.
- Implementing agreed upon solutions.
- Works with a cross functional teams to provide IT Service Management expertise using established frameworks, such as the Information Technology Infrastructure Library (ITIL).
- Consults with business owners to identify areas of process improvements using industry standard methodologies, such as Six Sigma.
- Works with internal process owners (i.e. Change Management, Problem Management, Configuration Management) to improve inter and intra-process integration and business alignment including; defining roles and responsibilities; assisting with operational level agreements; defining policies, processes, and procedures; and recommends the priority of adopting identified changes.
- Works along-side the team to deliver recommended solutions, including implementing new ticketing practices, defining SLAs, and generating repeatable metrics.
Education:
- Bachelor's Degree, Information Technology.
Qualifications:
- Specialized expertise: Building a support function for IT products and services using Principles of process engineering (i.e. Six Sigma) and IT Service Management (ITIL).
- Senior level experience in IT service management, process design and process improvement.
- Knowledge of Client System environment desired (i.e., business applications, Technical support functions) to interface with staff on project activities; knowledge of Technical areas (i.e., Distributed Systems, Computer Operations, data communications, Storage Management, Information Security, Contingency Planning, etc.).
- Identify and resolve cross-departmental issues; advanced knowledge of IT Service Delivery and Governance Frameworks (e.g., ITIL, COBIT, ISO, etc.); strong knowledge and experience in project management and business acceptance frameworks.
- Excellent organizational, project coordination, analytical, and interpersonal skills to develop, document and implement improvement processes and to transfer ongoing responsibility to host department staff/management; excellent time management skills to balance various work requirements, prioritize project deliverables, identify and resolve issues, and report status.
- Excellent written and oral communication skills, and an ability to convey Service Management principles and influence adoption of its accompanying organizational, cultural, and technological change.
- ctual experience maturing operations for a small IT product support function is required.
- Six Sigma Green Belt, or equivalent, is highly desirable.
- ITIL Practitioner certification in one plus disciplines is desirable.