Description

*JOB SUMMARY* This position manages a team of analysts to design, execute, manage,and improve one or a combination of the following Information Technology (IT) Process areas: Request Management, Incident Management, Change Management, Knowledge Management, Problem Management, Configuration Management, Asset Management, Reporting, other critical IT processes, and supporting technology. He/she is responsible for managing the processes in these areas and working with internal and external service providers to insure these processes are being followed and improved. This position is the Product Owner of the technology used and required to support these process areas. This position is responsible for setting and meeting KPI targets in the designated areas. *ESSENTIAL FUNCTIONS OF THE ROLE* Maintain proper staffing levels, allocate resources, provide ongoing two-way feedback, develop and execute staff development plans, and evaluates individual performance; conducts personnel actions such as promotions, transfers, and status changes. Leverage the ITIL framework in the creation, deployment, ongoing monitoring, measurement, and improvement of one or a combination of Information Technology Service Management (ITSM) processes. Promote consistency and operational efficiency across the Information Systems (IS) organization including leading the concept definition, strategy, analysis, design and deployment and ongoing management of assigned processes. Gather and analyze data and provide reports and dashboards to IS leadership and executive staff; create and validate data integrity on standardized report offerings. Review implemented processes on a regular basis and initiate improvement efforts accordingly. Maintain process documentation. Manage process and technology enhancement priorities and backlog. Lead cross-functional initiatives to implement new processes and provide input into the ITSM roadmap. Mentor/coach other Process Managers across the organization. Define, measure and monitor KPIs specific to the assigned processes. Organize/facilitate ITSM governance committee meetings. Perform other position appropriate duties as required in a competent, professional and courteous manner. *KEY SUCCESS FACTORS* Masters Degree preferred. Prior experience in Service Management, ITIL or Service Now required. Experience with the Systems Development Life Cycle (SDLC) desired. Prior project experience developing project plans, ensuring that milestones are met and the end product meets customer expectations. Prior experience in data/statistical analysis of KPIs or other metrics required. Strong business acumen desired, with prior operations experience preferred. Knowledge of IT/IS process acumen & improvement techniques. Demonstrated service approach to IT. ITIL, Lean, Six Sigma certifications are highly desirable. Proficient in Microsoft Office including MS Visio. Strong organizational change management skills. Strong collaboration and team building skills. Strong facilitation skills. Strong verbal and written communication skills. *BENEFITS* Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level *QUALIFICATIONS* - EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification - EXPERIENCE - 5 Years of Experience