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ITSM Enterprise Manager/Engineer

3 months ago

Plano, United States Catapult Solutions Group Full time
Job DescriptionJob Description

ITSM Enterprise Manager

IT Operations

Location - Onsite Plano, TX (Hybrid Schedule)

This is an onsite role with the ability to work remotely some days.

About Our Client

Our client is a leading global automotive manufacturer headquartered in Japan. With over 80 years of experience, they produce a wide range of vehicles from subcompact cars to luxury vehicles to trucks. The company operates manufacturing plants around the world and sells vehicles in over 170 countries. They are known for their focus on quality, durability and reliability.

Job Description

The ITSM Enterprise Manager will be responsible for ensuring ITSM practices like Incident, Problem, Change and Release Management are consistently followed and run smoothly across the organization. You will collaborate with business and IT stakeholders to enable reliable delivery of software and systems that support business objectives and continuity.

A key part of the role will be assisting development teams with release planning, conducting readiness reviews, coordinating deployments, and communicating release details across teams. You will oversee the change management process, chairing the Change Advisory Board and ensuring changes are properly evaluated, authorized and executed.

Additionally, you will participate in problem management to investigate and resolve the root causes of major incidents. You will analyze trends to proactively address chronic issues through problem management practices.

Duties and Responsibilities

  • Develop, modify and optimize ITSM processes around areas like Incident, Problem, Change and Release Management
  • Ensure ITSM processes and controls are consistently followed across teams
  • Collaborate with stakeholders to enable smooth software/systems delivery
  • Assist teams with release planning, readiness reviews and deployment coordination
  • Chair Change Advisory Board and oversee the controlled execution of changes
  • Participate in problem management to investigate and resolve root causes
  • Analyze incident trends to feed proactive problem management efforts
  • Ensure post-change reviews are conducted as needed

Required Experience/Skills

  • Bachelor's degree
  • 10+ years of IT operations and ITSM experience
  • Strong understanding of ITIL best practices
  • 5+ years of experience with JIRA Service Management and ServiceNow
  • Hands-on experience with Incident, Problem, Change and Release processes
  • Knowledge of deployment methodologies like Agile, CI/CD, Blue/Green
  • Understanding of project management approaches and SDLC
  • Configuration management principles knowledge

Nice-to-Haves

  • ITIL Certification (version 3 or 4)
  • Experience with deployment automation tools
  • Scripting abilities

Education

Bachelor's degree in Computer Science, IT or related field

Apply now to join our dynamic ITSM team

ITSM | IT Service Management | ITIL | Incident Management | Problem Management | Change Management | Release Management | JIRA | ServiceNow