ITSM Process Owner (Incident, Problem, Knowledge, Management)

ITSM Process Owner (Incident, Problem, Knowledge, Management)

Delivers process support and serves as a technical resource in complex process development, troubleshooting, process optimization, and scaling up initiatives. Creates baseline process maps, identifies inefficiencies, and redesigns and re-imagines the process to deliver superior customer experiences.

The IT Service Management (ITSM) Process Owners will provide the IT organization with oversight and guidance of the associated end to end processes. This will be accomplished by working with the ITSM Manager, other ITSM process owners, and IT stakeholders to implement and managing best practices, process, standards, and policy. The ITSM Process Owner has an advanced understanding of ITIL Processes as well as the methodologies and techniques needed to guide an organization to the successful attainment of key KPIs and overarching goals of IT Operations. This position will assist in the architecting of strategic priorities, business aligned processes, and ITSM initiatives acting as the advocate for process and customer experience integrity, as well as the establishment of process best practices, standards, policy, and enabling proper data gathering and validating methods. The results will enable Ent to meet or exceed goals and metrics for various business and IT strategies.

Qualifications

• ITSM Process Owner: Establish integrated and systematic processes in support of related ITSM processes. Develop the organization's expertise in the processes and methods. Plan, manage, and coordinate the full lifecycle in a high interoperability IT environment. Empower people to develop and share knowledge.
• Maintenance: Provides technical support and problem resolution for customer inquiries regarding the new and existing data analytics, policy, process, standards, and best practices.
• Communication: Develops partnerships with the consumers of the data analytics to understand business needs. Trains on provided reports and dashboards, policy, process, standards, and best practices.
• Minimum Formal Education Required for this Position:
• Bachelor's Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement or similar field of study, or equivalent job experience.

Technical or Specialized Knowledge/Skills

• ITSM
• Preferred ServiceNow or other ITSM tool experience
• Advanced Understanding of ITIL and ITSM fundamentals with an expertise in the assigned process.
• Experience with implementing and Managing ITSM or ITIL processes.
• Experience working with a CMDB.
• Experience with continuous improvement methods.
• Experience with developing and delivering training on process, standards, and policy.
• Understanding of IT organizations especially service desk or service delivery.
• Other skills: Must be comfortable working in highly collaborative environments. Must be able to conduct presentations in group settings in a professional and courteous manner. Must be able to learn new and emerging concepts very quickly.

Certifications Required

• Information Technology Infrastructure Library (ITIL) 3 or 4 Certification preferred, or equivalent experience.

Additional Skills: Minimum Work Experience:o 4+ years' combined experience in incident management, Problem Management, Change Management, Release Management in an IT operations, managed services, or service delivery environment.