IT Service Management Specialist II

3 weeks ago

Richmond, United States Integrated Resources Full time
Job Title: IT Service Management Speicalist II
Locating: : Remote
Duration: 3+ Months With Possible Extension

Job Description:

The 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.

Duties & Responsibilities:

Specific engagement deliverables include:

  • Performing an analysis of existing support processes a Products 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
  5. 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.
Required:
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).

Must Have or Role 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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