ITSM Consultant V (Senior Agile Scrum
$115k - $155kKaiser Permanente seeks an experienced ITSM Consultant V to lead Agile, ITIL-based service management initiatives within our Information Technology & Software organization. In this senior role, you will design and optimize IT service processes, drive adoption of Agile and Scrum practices, and partner with cross-functional teams to improve incident, change, and problem management. You will analyze service performance, implement continual improvement, and guide tool configuration to support reliable, user-centric IT services for our enterprise stakeholders.
Responsibilities
- Lead design and optimization of ITSM processes across incident, problem, change, and request management
- Drive adoption of Agile and Scrum practices within IT service teams
- Configure and enhance ITSM tools such as Service
- Now to support process improvements
- Monitor and analyze service performance metrics and KPIs, recommending improvements
- Collaborate with cross-functional stakeholders to align IT services with business needs
- Develop and maintain ITSM documentation, standards, and best practices
- Facilitate workshops, training, and coaching on ITSM and Agile methods
- Support governance, compliance, and risk management for IT service processes
- Lead continual service improvement initiatives and track outcomes
- Provide senior-level guidance on complex IT service issues and escalations
Required Skills
- IT service management (ITSM)
- ITIL framework
- Agile methodologies
- Scrum practices
- Service
- Now or similar ITSM tools
- Process design and optimization
- Incident, problem, and change management
- Data and KPI analysis
- Enterprise IT operations
- Technical documentation
Vacancy posted 4 days ago
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