Publish communication for potential customer impacting changes
Track past due change tasks
Ensure changes comply to standards
Develop and document procedures and training material for Change Management Best Practices and other processes and lead the delivery of training presentations to IT teams.
Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analyzing and reporting on key metrics.
As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes and determining a plan for mitigation of gaps.
Participate in requirements gathering for enhancements to processes or new features/functionality through the use of the ITSM software product.
Develop use case scenarios to use in the ITSM software product for use in UAT or other regression testing, and actively participate in UAT testing.
Work closely with service, product, and business owners to integrate service management practices into the delivery of IT services
Engage regularly with stakeholders to develop, manage, and refine the ITSM processes, ensuring their needs are met.
Support, promote and ensure consistent alignment to IT standards, processes, and tools’
Provide oncall support for change management and rotational for incident management.
Provide backup support for Release Managment
Qualifications
This position requires a minimum of three years of technical experience in Information Technology. Three or more years supporting, leading, and/or adhering to Change Management.
Minimum one year experience in Incident Management.
Minimum one year experience in Release Management.
Two or more years of knowledge and experience with ServiceNow
ITIL Foundations Certification required.
Excellent written and verbal communication skills, including process documentation.
Strong analytical skillset required.
Ability to work independently and in a team is vital.
Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
Educational Requirements
This position requires a high school diploma or GED. Bachelor’s degree preferred
IT Infrastructure Library (ITIL) Foundations certification required.
Work Days
Normal work days are Monday through Friday. Occasional Saturdays and Sundays may be necessary.
Work Hours
Normal work hours are 8:00 a.m. to 5:00 p.m. Additional hours may be necessary.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Project Management and Information Technology
Industries
IT Services and IT Consulting
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