ITSM Process Leader

Job Description

Job Description

Title: ITSM Process Leader

Location: Los Angeles CA or Nashville TN or NYC NY (Hybrid Role)
Duration: 6-7 Months contract

Job Description:
As the process owner for IT Service Management, you will be tasked with ensuring that IT services are defined and delivered effectively, efficiently and in alignment with business needs. In this role, you will leverage your ITIL framework expertise / experience along with your knowledge of Service Now to implement best practices and improve ITSM processes across the global organization.

Responsibilities:

• Define / develop / enhance / document / implement / govern and champion ITIL processes inclusive of Incident Management, Change Management, Problem Management, Service Request Management articulating roles and respective responsibilities.
• Collaborate with Technology teams to establish, enhance and maintain service catalogs defining offered services and respective performance metrics
• Establish / Monitor / Track performance indicators / SLAs and take respective actions for non-conformance
• Establish and implement governance and oversight of ITSM processes to ensure currency and adherence
• Drive more efficient / effective operational processes, procedures, controls, and technologies with measurable reduction of risk and continual IT service improvement
• Establish and operate a Configuration Management Database (CMDB) that is tightly integrated into the ITSM processes
• Conduct audits and maturity assessments to identify areas for improvement and adherence to defined standards
• Design for an improved user experience, from the initial contact for support via a portal or other mean, considering self-service capabilities, automation, user communication and engagement until resolution
• Partner with relevant stakeholders / process owners to build out Knowledge Management capabilities, performance measures, dashboards.
• Generate and present data analytics, visualizations and actionable insights, collaborating with global teams and leaders to understand and drive areas of improvement
• Accountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy

Qualifications:

• Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
• Experience designing and managing ITSM processes within Service Now including but not limited to, Request Management, Knowledge Management, Service Level Management, Incident Management, with a user centric approach including automations and Self Service
• Strong ITSM knowledge and ability to demonstrate and clearly articulate understanding of Process Management & Governance
• Significant experience with systems analysis and design, business requirement definitions, data and process modeling, system workflow definition and implementation
• Demonstrated experience in leading process improvement and organization change initiative
• ITIL accreditation or equivalent
• Business Process Design & Modelling
• Strong organizational, stakeholder management, influencing and negotiation skills
• User engagement and requirements gathering
• ServiceNow development, configuration and administration experience