Position: Service Management Process (SMP) Owner
Location: Remote, preference for candidates in or around Austin, Texas
Client: Public sector organization.
Key Responsibilities:
- Lead the design, implementation, and optimization of ITSM processes based on ITIL principles.
- Collaborate with Infrastructure and Operations teams to enhance process maturity.
- Drive effective governance of service management frameworks.
- Utilize ServiceNow and Remedy to implement and monitor ITSM practices.
- Provide thought leadership in ITSM methodologies and manage cross-functional teams.
Required Qualifications (8 Years Minimum):
ITSM and ITIL Governance: Deep knowledge and practical experience beyond theoretical understanding.Strategic and Tactical Leadership: Skilled in determining when to apply strategic versus operational approaches.Communication: Strong abilities in oral, written, presentation, and facilitation.Technical-Business Translation: Ability to bridge technical concepts with business goals effectively.Credibility and Collaboration: Established trust and respect among peers and leaders.Teamwork: Proven ability to work with diverse teams, including analysts, technical experts, and process owners.IT Outsourcing/Managed Services Knowledge: Comprehensive understanding of these service models.Analytical Skills: Expertise in statistical, numerical, and service-level data analysis.Innovative Thinking: Focused on balancing quality improvement with cost considerations.Project Management: Adherence to best practices in managing IT projects.Tools Expertise: Hands-on experience with ServiceNow and Remedy.Preferred Qualifications:
Remedy On Demand Expertise: 5 years.Certifications:- ITIL V3/V4: 4 years.
- PMP Certification: 4 years.
Business Process Engineering: 4 years.Technical Writing: Documenting and formalizing processes.Cloud Experience:- Supporting external business partners on ServiceNow.
- AWS experience.
Security Operations and DevOps: ServiceNow Security Ops, Jira, GitLab, etc. (1 year).Training: Experience designing and delivering training programs (3 years).About Seneca Resources:
Seneca Resources is a client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry. Seneca Resources is a leading IT services provider with offices in Virginia, Alabama, Georgia, Florida and Texas that service clients throughout the United States.
We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.