Lead ITIL at Global IT Con
About the Job
Position: ITIL Lead
Location: Princeton, NJ
Duration: Full-time
Roles and Responsibilities:
- Continual Service Improvement (CSI):
- Contribute to CSI initiatives to identify and implement improvements in IT services and processes.
- Participate in regular reviews of ITIL processes and performance metrics to identify areas for enhancement.
- Promote a culture of continuous improvement within the IT organization.
- ITIL Process Support:
- Support the implementation and maintenance of ITIL-based processes.
- Assist in ensuring ITIL processes align with business objectives and industry best practices.
- Work with IT teams to adopt and integrate ITIL processes into their daily operations.
- Incident and Problem Management:
- Assist in managing the incident management process to ensure rapid identification and resolution of incidents.
- Work with support teams to manage and resolve incidents within agreed SLAs.
- Help conduct root cause analysis and support problem resolution to prevent recurrence.
- Change and Release Management:
- Support the change management process, including documentation, review, and approval of changes.
- Assist in coordinating the release management process with development and operations teams to ensure successful deployments.
- Service Level Management:
- Assist in defining, negotiating, and managing SLAs with internal and external stakeholders.
- Monitor service performance against SLAs and support compliance efforts.
- Help implement corrective actions to address SLA breaches and improve service quality.
- Training and Knowledge Management:
- Support the development and delivery of ITIL training programs for IT staff.
- Help maintain a centralized knowledge base to support process implementation and training.
