ITIL Service Manager Consultant

2 weeks ago

Indianapolis, United States OneAmerica Full time

** ITIL Service Manager Consultant**

**Job Category****:** Information Technology **Requisition Number****:** ITILS02913 Showing 1 location **Job Details**

**Description**

At OneAmerica, we deliver on promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals. We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

**Job Summary**

IT service management (ITSM) refers to the entirety of activities directed by policies, organized and structured in processes and supporting procedures that are performed by our organization to design, plan, deliver, operate and control information technology (IT) services offered to customers. Simply, ITSM is the foundation of IT utilizing the ITIL framework.

This consultant role will focus partially on building out and maintaining service operations while also focusing partially on release coordination activities. Service operations includes Incident, Problem and Event management. The purpose of Service Management is to provide and maintain consistent processes on all operational services and to ensure it is widely available to those who are authorized to access it. Release coordination responsibilities include owning the planning and coordination of all activities involved in the release of a system into the production environment. This role facilitates release meetings and develops the recommendation and deployment plan based on input from multiple stakeholders. Our greatest assets are our people, who are key to the success of delivering on our promises when customers need us most. As a result, we are remain committed to embracing the values of our associates while advancing the OneAmericas goals of Growth, Strength, and Excellence.

We are looking for a dynamic individual to develop a cohesive strategy that maximizes OneAmericas values and strengths in a rapidly evolving business environment. Design and deliver service management including service operations that leverages OneAmericas capabilities. The consultant will also be responsible for reviewing our current capabilities and working with our business lines to define new capabilities that are focused on our end-to-end IT and business processes

Primary Responsibilities:

**Develop and implement OneAmericas IT Service Management with engagement of all key stakeholders**

* Deep knowledge of how to innovate and adapt the principles and practices of IT Service Management across multiple frameworks in an evolving organization with rapidly changing/uneven maturity levels

* Strong customer communication skills with the ability to communicate technical issues to non-technical customers; able to improvise and persuasively communicate ideas/positions on an ad hoc basis.

* Build/Develop/Drive a service operations strategy and vision for both IT and Business around Problem, Incident, and Event management.

* Align with various IT teams to develop our strategy for service operations.

* Lead governance of service operations; Develop and maintain standards.

* Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes

* Coordinate milestones, risks, dependencies, mitigation strategies, and develop a roll back plan for the planned releases

* Facilitate release planning meetings with key stakeholders to identify proper sequencing of release packages

* Document and communicate all changes for a release

* Attend change management such as CABs and deployment planning meetings to collect data and information pertaining to the release

* Support release execution by monitoring of each phase of the release and validating the release as it progresses thru various release gates and test phases, alerting appropriate stakeholders of any errors or issues that need to be addressed

* In case of post-production defects, provide guidance to the team to follow the already designed plan and process

* Identify opportunities to make tactical improvements to the release management process

* Manage timing and coordination of test runs with competing projects

* Manage overall production and non-production environments usage, configuration, and scheduling for each release

* Work with our Service Provider for ServiceNow on development of prioritized projects and enhancement requests.

* Work with our software quality analysts on testing of requests.

* Work closely with our service provider and IT Business Operations team when contractual SLAs need reviewed, modified and/or adding to our contract when new SLAs are set.

* Verify our service provider is establishing accurate reporting. (Licensing, SLA agreement, etc.)

**Job Requirements**

* Bachelors Degree in computer science or a related business discipline.

* Strong written and verbal communication skills

* Demonstrated ability to work in a high-paced collaborative environment

* Demonstrated analytical skills to gather information from disparate sources to identify trends/gaps and build solutions

* ServiceNow experience highly recommended

* Familiarity with ITSM processes and IT operations required

* ITIL Foundation certification preferred

* 5+ years minimum business/IT experience required

* 3+ years experience performing similar responsibilities

* Or any combination of education and experience which would provide an equivalent background

**Salary Band**: 05C

To learn more about our products, services, and the companies of OneAmerica, visit oneamerica.com/companies.

Due to the COVID-19 pandemic, the majority of OneAmerica associates are currently working remotely in accordance with our safety protocols. The selected candidate will be expected to temporarily work remotely for an unspecified period of time as determined in OneAmericas sole discretion. When normal business operations resume, the selected candidate will be expected to physically return to work in the office located in Indianapolis, IN.

Disclaimer: OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individuals race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

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