Job Summary:
This individual contributor is primarily responsible for managing ITSM process implementation, measuring and reporting on risk matters within IT, and testing and maintaining contingency procedures.

Essential Responsibilities:

Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.

Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.

Guides and supports ITSM process and/or service implementation for designated ITSM initiatives by documenting process and/or service requirements and acceptance criteria from process owners and key stakeholders.

Assists in the preparation of release notes, training materials, and documentation in appropriate repositories.

Collaborates with IT functions to develop and implement performance metrics and measurement tools.

Guides and supports ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects.

Evaluates business needs, organizational characteristics, and industry best-practices to identify gaps or deficiencies in new and existing processes, services, and service portfolios.

Participates in the development, documentation, maintenance, and auditing of ITSM processes and procedures.

Identifies, evaluates, and recommends process and/or service improvements and third-party tools for implementation to process owners.

Collaborates with cross-functional stakeholders (for example, IT and business partners) to support alignment, synergy, and application of standardized processes and procedures.

Provides support and training to users as needed to ensure proper process and/or service execution.

Analyzes and validates process and/or performance metrics against success criteria to ensure effective control of expected deliverables.

Provides recommendations to process and/or service owners for mitigating performance deficiencies.

Investigates performance deviations to drive adherence with defined ITSM policies and procedures.

Advocates compliance with ITSM policies and procedures across the enterprise.

Assists with negotiation of statements of work (SOWs) with service providers related to the development, implementation, delivery, and/or maintenance of ITSM processes, services, and/or tools.

Minimum Qualifications:

Minimum two (2) years in a leadership role working with process or service teams.

Bachelors Degree in CIS, Business Administration, or related field and
Minimum six (6) years IT experience, including Minimum two (2) years implementing or supporting ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirement.

Additional Requirements: