ITSM Enterprise Solutions Manager

2 weeks ago

Plano, Texas, United States Catapult Staffing Full time

ITSM Enterprise Manager

About the Company
Catapult Staffing is a prominent staffing agency specializing in connecting top talent with leading organizations across various industries. Our client is a well-established global automotive manufacturer with a legacy of excellence and innovation in vehicle production.

Job Overview
The ITSM Enterprise Manager will be pivotal in ensuring the effective application and seamless functioning of IT Service Management (ITSM) practices, including Incident, Problem, Change, and Release Management within the organization. This role requires close collaboration with both business and IT stakeholders to guarantee the reliable delivery of software and systems that align with organizational objectives and maintain operational continuity.

Key Responsibilities

  • Design, refine, and optimize ITSM processes related to Incident, Problem, Change, and Release Management.
  • Ensure consistent compliance with ITSM protocols and standards across multiple teams.
  • Work alongside stakeholders to enable smooth software and system delivery.
  • Assist teams in planning releases, conducting readiness assessments, and coordinating deployments.
  • Lead the Change Advisory Board, overseeing the structured implementation of changes.
  • Engage in problem management to analyze and resolve root causes of significant incidents.
  • Utilize trend analysis to proactively address recurring issues through effective problem management strategies.
  • Conduct post-change reviews as required to assess the impact of changes.

Required Qualifications

  • Bachelor's degree in a relevant field.
  • More than 10 years of experience in IT operations and ITSM.
  • In-depth knowledge of ITIL best practices.
  • A minimum of 5 years of practical experience with JIRA Service Management and ServiceNow.
  • Expertise in Incident, Problem, Change, and Release processes.
  • Familiarity with deployment methodologies such as Agile, CI/CD, and Blue/Green.
  • Understanding of project management principles and Software Development Life Cycle (SDLC).
  • Knowledge of configuration management concepts.

Preferred Qualifications

  • ITIL Certification (version 3 or 4).
  • Experience with deployment automation tools.
  • Proficiency in scripting languages.

Education
Bachelor's degree in Computer Science, Information Technology, or a related discipline.

This role offers an opportunity to contribute significantly to the advancement of IT Service Management practices within a dynamic environment.

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