Lead ITIL at Global IT Con

Position: ITIL Lead

Location: Princeton, NJ

Duration: Full-time

Roles and Responsibilities:

1. 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.

2. 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.

3. 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.

5. 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.

5. 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.

6. 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.