Service Operations Coordinator(Process Improvement Manager) job

Service Operations Coordinator

Austin, TX (Remote within Texas)

Worker will perform these tasks:

• Analyzes and provides oversight of the service level management activities for Applications.
• Establishes ITSM best practice and processes.
• Responsible for adherence to processes and quality of service.
• Interfaces with the Applications Team to identify Service Catalog and Service Automation improvements.
• Responsible for developing and executing short- and long-term strategic plans to assure service level activities achieve current and future needs.
• Role will also provide ITD training, guidance and be the overall Applications SME for those processes.
• Role will manage, report and provide continual service improvement for the Incident, Problem, Change and Request Fulfillment Management processes.
• Employees at this level are virtually self-supervising and assume direct accountability for the work product
• Performs research and recommends changes in services, products, and standards to support agency needs

Required Skills and Qualifications:

Years - Skills/Experience

5 - Coordinates incidents/problems/changes through resolution while maintaining command and control of the incident response for a large application portfolio.

4 - Employ strong facilitation and leadership skills, ensuring responding team members execute required actions under pressure; call out as appropriate when progress appears blocked

5 - Reviews incident/problem/change documentation accuracy as it relates to the application portfolio.

5 - End-to-End accountability for the management, communication, ensuring updates are timely and of sufficient quality.

5 - Works closely with the other IT tower leads to facilitate incident, problem, and change management activities

4 - Experience in the use of KPIs to track trends and drive behavior.

4 - Experience using data analysis tools to gain insights into data quality and trends.

Preferred Skills and Qualifications:

Years - Skills/Experience

5 - Experience with IT Service Management, ITIL practices

4 - Extensive Service Management response planning as it relates to applications.

4 - Extensive Service Management Metrics Development and Review as it relates to applications.

4 - ITIL Certification v3 or newer

4 - Ownership of Incident/Problem/Change processes.

2 - Experience with IT Service Management, ITIL practices

3 - Strong verbal and written communication skills

2 - Demonstrated ability to communicate CMDB, Asset Management concepts, rationale, and implementation tools and techniques