ITSM Process Manager

2 weeks ago

Virginia Beach, United States Tekfortune Inc Full time
ITSM Process Manager - Job Description

Summary
The primary purpose of this job is to manage the change, Incident and Problem Management processes so that they contribute to a stable production environment while also supporting ITs efforts to move the business forward with new technology initiatives. The ITSM Process Manager will ensure that incidents, problems and changes are managed effectively, minimizing the impact to members and internal customers. In addition, this position will work with IT teams and stakeholders to implement well planned changes reduce the number and frequency of incidents and improve service recovery times. This position will also focus on maintaining efficient and effective processes and promoting an environment that drives continual process improvement.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
  • Coordinate the Incident, Problem and Change management functions for the IT organization, including the management of the lifecycle of changes, incidents and associated problems.
  • Create and review KPI reports to help continuously drive improvement.
  • Manage High-Severity and Major Incidents. Coordinate infrastructure and application teams to enable and expedite return to service. Facilitate communications during these incidents, including verbal/written executive level status, running related conference calls and acting as a liaison with business stakeholders. Provide verbal and written status updates to all stakeholders.
  • For any Major Incident, complete the Major Incident Report, capture any required follow up and ensure follow up assignments are completed. Update processes and procedures accordingly to ensure improvements are made as a result of lessons learned.
  • Coordinate, monitor, and support general activities related to incidents, problems and changes. Facilitate daily, weekly and monthly meetings related to Incident, Problem and Change Management. Identify production environment stability trends. Escalate concerns through the appropriate process to minimize business impact with a key objective of High Severity and Major Incident deterrence.
  • Analyze incident, problem and change data, as well as recurring alerts, to identify the associated root causes and develops plans and actions to resolve and eliminate these problems at all Severity Levels.
  • Assess risk of changes, incidents and problems, along with other IT staff, to appropriately prioritize scheduling of production implementations, incident remediation changes and problem resolution changes.
  • Develop and maintain ticket escalation steps and contacts. Drive decision-making for incident resolution to minimize impact to business. Escalate to Senior IT Management as needed.
  • Ensure that all IT teams follow the Incident, Problem and Change Management processes and that the required information is properly documented in the incident record.
  • Develop, drive, and maintain the effectiveness of incident, problem and change management processes and procedures. Participate in reviews and audits of the process. Challenge the process and make recommendations for improvement.
  • Serve as key contributor regarding the proper use and ongoing development of the ITSM ticketing system.
  • Assist in developing incident and problem management reporting (volumes, KPIs, mean times to identify/ triage/ restore/ Resolve-Close/SLA compliance) to show performance within the environment.
  • Help compile and maintain the service catalog and contribute to the development of SLAs.
  • Interact with IT and business stakeholders, including Senior Management.
  • Provide after-hours on call support for high severity Incident and Problem resolution.
Education and Experience
Equivalent combination of education and experience is considered.
  • Bachelor's Degree in a related field is preferred.
  • Minimum of five (5) years' of experience in an area such as network, distributed, IT Services, Workforce Technology or mainframe is required.
  • Proficient in Change Management, Problem Management, and Incident Management in an ITIL environment is preferred.
  • Experience in Service Delivery is preferred
  • Experience and administration of IT Alerting Tool for Incident Management
  • Experience and application owner of ITSM tool module \ improvements
  • High proficiency with creating and presenting management reports and Dashboards
  • Financial services or other regulated industry experience is preferred.

Licenses and Certifications
  • ITIL certification required
  • Application Monitoring and Alerting Tool a plus

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