Senior ITSM Practitioner

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Job description

Support ITSM process within the IT Service Management lifecycle, including Major Incident, Problem, Change, and Config Management. Work with Service Managers, Team Leads and Global Process Owners to translate objectives and plans into actions that maximize productivity and performance. Ensure plans reflect operational service delivery priorities and best practices. Help identify service improvement activities as part of the Continuous Service Improvement Plan. Provide information to support IT decisions and actions. Maintain an awareness of relevant technical and legislative changes. Contribute to maintaining ITSM processes, ensuring integration with other relevant functions, in line with best practices (ITIL v3). Support ITSM processes and controls. Manage and provide evidence of the effectiveness of the processes. Ensure assets are documented to support them. Support development and refinement of an effective knowledge management system. Support continuous improvement by creating and managing a plan for ITSM. Management of support teams and supplier escalations to resolve major incidents. Management and analysis of reactive and proactive problems. Coordination of support teams and suppliers to identify and resolve root cause. Support and knowledge of the Forward Schedule of Change. Supporting the organization and administration of CAB (change advisory board). Conducting and supporting Change Implementation Reviews where required. Ensure adherence of the SI process, as defined in the Project Management Framework (PMF). Work with GPOs to ensure processes remain relevant. Management of teams and suppliers to maintain accurate Configuration Items and the relationships between them. 100% telecommuting permitted. May reside and work anywhere in the U.S. Full time employment, Monday Friday, 37.5 hours per week, $155,542 per year. MINIMUM REQUIREMENTS: Bachelors degree in Information Systems, Information Technology, Computer Science, Computer Engineering, or a related field, and 5 years of progressive, post-baccalaureate related work experience. Of the required experience, must have 2 years of experience in each of the following: Relationship management with 3rd party supplier to understand 3rd party policies, SLAs, escalations, and contacts; Application Delivery Lead (ADL) relationship to properly understand application mappings, specific to 3rd party SAS type solutions; Applying IT disciplines, including Networking, Workplace Services, End-User Compute, Messaging, Middleware, and Collaboration Services; and PowerBI. Certification: ITIL Foundation Certificate in IT Service Management. Domestic travel required up to 5%. To apply: email CV to with Job Code KBGFJG96561-5 in the subject line.

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