ITIL Services Contractor

2 weeks ago

Warrendale, United States HexaQuEST Global, Inc. Full time

Skills:
Bachelor's degree in business, Computer Science, Information Systems, or equivalent experience in lieu of degree required
Strong knowledge of IT Service Management processes; experience with administration or support of IT Service Management tool required
Cherwell experience preferred or any other IT Service Management tool
Knowledgeable in the areas of designated responsibility; ITIL certification preferred
Minimum of 4 years' experience designing, implementing, and supporting business processes required; experience in IT Service Management required
Minimum of 4 year's experience with Microsoft products required
Knowledgeable of project management and SDLC principles.

Major Duties:
Provide ITIL subject matter expertise for the firm
Lead efforts with key stakeholders and subject matter experts to analyze, design, and implement updates to existing processes or creation of new processes
Lead division-wide initiatives by identifying deliverables, creating plan/schedule, and guiding resources assigned.
Lead Implementation of new features and functionality in the service management application
Manage the team's work queues to ensure team workload is addressed and completed.
Participate in projects and work requests fulfilling work activities and acting as a liaison for the ITIL Services team.
Develop dashboards and metrics to measure delivery of services and process maturity
Create, maintain, and publish documentation including user documentation, processes, and procedures, and ITIL Services SharePoint site pages.
Participate in internal user group meetings with business-facing and IT-facing customers
Provide leadership, mentoring, knowledge transfer and guidance to team.
dhere to and recommend improvements to the team's processes and procedures.
ssist in developing strategies for Service Management function.
Perform other duties, as assigned
Other:
Strong multi-tasking skills
Strong decision-making skills
Good analytical and technical skills
Excellent verbal, written and interpersonal communication skills
Demonstrate flexibility in being able to work independently when required, and also as part of a team
Demonstrate a cooperative attitude and effective interpersonal and communication skills with clients and co-worker

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