ITSM Process Manager - B2B Staffing Services

ITSM Process Manager
Woodland Hills, CA
Job Functions:

Manage, drive and coordinate Service Support process improvement rollouts such as but not limited to Incident, Request, Problem, Knowledge, Configuration and Change management processes. Ensure Technology operations teams &/ vendor teams adopt and follow the new or improved processes and report on metrics / KPI's. Document User Guides, Process Flows, Training Material and improvement methodologies for collaboration and adoption across cross-functional groups for process rollouts and tool adoption. Working with Technology Operations teams help move from Service Desk driven operations to Self Service capabilities. Serve as contributor regarding the ongoing development of the Enterprise Service Management system and Continuous Service Improvement Projects within IT. Working with IT tower leads to define KPI’s for various processes to drive improvements of services. Working with ITSM team members utilize ServiceNow platform effectively to streamline ITSM operations for enhancement / fixes and process/project delivery work.

Job Requirements:

Skills/Abilities: Ability to collaborate with senior-level management Ability to lead/influence others effectively Strong experience leveraging ITIL best practices Experience using ITSM software / tool such as ServiceNow Familiarity with IT technologies – end user, network and computing architecture; Microsoft operating systems and Office tools; Web-based applications and deployments Ability to work under pressure, and balance competing demands of customers and projects Effective communication skills, oral and written

Skills:

· Ability to collaborate and communicate effectively with senior-level management,

· Ability to lead/influence others effectively,

· Strong experience leveraging ITIL best practices

· Ability to work under pressure, and balance competing demands of customers and projects

· Effective communication skills, oral and written.

· Minimum 8+ years of experience in an information technology field Minimum 5+ years in IT Service Operations and/or process excellence methodologies and tools (i.e. ITIL, Six Sigma, Kaizen) Project Management Experience a plus

Education:

Bachelor’s Degree or equivalent experience in business or information technology field ITIL Foundation certification required, intermediate ITIL certification a plus

Project Management experience a plus

Experience using ITSM software / tool such as ServiceNow is a plus.