IT Service Management Specialist

4 weeks ago

Richmond, United States Varite Full time

The CARA team currently has a small support staff (4 persons) managing a pair of complex information security data correlation products. That support staff is in need of IT Service Management consultation and assistance implementing more mature service management practices.

Specific engagement deliverables include:
* Performing an analysis of existing support processes against ITSM principles
* Partnering with internal service management personnel and aligning with organizational guidance
* Generating recommendations for the CARA team to
1) formalize ticketing / issue management,
2) increase routine operational monitoring and automation,
3) establish SLAs, and
4) identify metrics to measure work volume and value delivery
* Implementing agreed upon solutions.

Works with a cross functional teams to provide IT Service Management expertise using established frameworks, such as the Information Technology Infrastructure Library (ITIL). Consults with business owners to identify areas of process improvements using industry standard methodologies, such as Six Sigma. Works with internal process owners (i.e. Change Management, Problem Management, Configuration Management) to improve inter and intra-process integration and business alignment including; defining roles and responsibilities; assisting with operational level agreements; defining policies, processes, and procedures; and recommends the priority of adopting identified changes. Works along-side the team to deliver recommended solutions, including implementing new ticketing practices, defining SLAs, and generating repeatable metrics.

Quals--
Specialized expertise: Building a mature support function for IT products and services using principles of process engineering (i.e. Six Sigma) and IT Service Management (ITIL).

Requires: Senior level experience in IT service management, process design and process improvement.

Knowledge of Client System environment desired (i.e., business applications, technical support functions) to interface with staff on project activities; knowledge of technical areas (i.e., Distributed Systems, Computer Operations, data communications, Storage Management, Information Security, Contingency Planning, etc.) to identify and resolve cross-departmental issues; advanced knowledge of IT Service Delivery and Governance Frameworks (e.g., ITIL, COBIT, ISO, etc.); strong knowledge and experience in project management and business acceptance frameworks.

Excellent organizational, project coordination, analytical, and interpersonal skills to develop, document and implement improvement processes and to transfer ongoing responsibility to host department staff/management; excellent time management skills to balance various work requirements, prioritize project deliverables, identify and resolve issues, and report status. Excellent written and oral communication skills, and an ability to convey Service Management principles and influence adoption of its accompanying organizational, cultural, and technological change.

ctual experience maturing operations for a small IT product support function is required. Six Sigma Green Belt, or equivalent, is highly desirable. ITIL Practitioner certification in one or more disciplines is desirable.

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