Service Request Management Practice Owner - Idaho National Laboratory

Idaho National Laboratory is hiring a Service Request Management Practice Owner to work in our Information Technology department. Our team works a 9x80 schedule located out of our Idaho Falls facility with every other Friday off. Remote or Hybrid work opportunities may be available for this position.

Under the direction of the IT Service Management Lead, the Service Request Management Practice Owner’s responsibilities will include driving the efficiency and effectiveness of the Service Request Management practice. You will develop and maintain all practice documentation including relevant processes, monitor the effectiveness of the practice, ensure enterprise-wide compliance, and provide corresponding management information and reports.

Responsibilities Include:

• Oversee the daily functions of the Service Request Management practice.
• Participate in setting strategy for the Service Request Management practice.
• Prepare and maintain all Service Request Management practice documentation, including policies, process, user guides, and training materials, including request models, specifications, diagrams, and charts.
• Lead regular audit activities to ensure fulfillment groups are accurately following and complying with the Service Request Management practice processes and guidelines.
• Generate, and present Service Request Management metrics and reports.
• Collaborate with support partners and contractors to improve the Service Request Management practice.
• Provide improvement alternatives and recommendations for the Service Request Management practice.
• Deliver communications related to Service Request Management practice documentation changes.
• Collaborate on ServiceNow enhancements and modifications that directly affect the Service Request Management practice and the defined practice documentation.
• Work together with other practice owners/managers as part of the Service Management team.

Minimum Requirements: 

• Bachelor’s Degree plus 9 years relevant experience or master’s degree plus 6 years relevant experience or high school plus 15 years relevant experience in lieu of degree.
• ITIL v4 Foundations Certified
• Applicants are subject to the requirements of DOE O 142.3B, Unclassified Foreign National Access Program -  US citizenship required
• Work with all levels of the organization in a training, governing, technical, and supporting role.
• Expanded conceptual and practical knowledge of the Service Request Management practice and basic knowledge of related practices and disciplines including a working
• knowledge of Service Desk, IT Knowledge Management, Asset Management, Change Enablement, Release Management, Service Catalog Management, and other areas needed to design and deliver effective Service Request models.
• Experience with ServiceNow ITSM Request module and the Service Request Catalog as an administrator or user.

Desired Knowledge/Skills/Experience:

• Additional ITIL v4 certifications and/or ITIL Practice Manager designation
• Experience with ServiceNow reporting
• Demonstrated experience communicating within multiple organizational layers

Job Information: 

• The pay range for this position is Level 4: ($91,008 - $186,588). At Idaho National Laboratory compensation decisions are determined using factors such as education, relevant experience, and other credentials.

• You are required to show a demonstrated commitment to valuing diversity and contributing to an inclusive working environment.

Benefits and Relocation

• Medical, Dental, Vision, and Flexible Spending Accounts
• 401(k) with a 4.2% employer contribution and up to 4.8% match
• Paid time off (personal leave)
• Employee Education Program (tuition assistance)
• Comprehensive Relocation Package
• Benefit eligibility subject multiple factors, including employment status and position classification.

INL is a science-based, applied engineering national laboratory dedicated to supporting the U.S. Department of Energy’s mission in nuclear energy research, science, and national defense. With more than 5,000 scientists, researchers, and support staff, the laboratory works with national and international governments, universities and industry partners to discover new science and development technologies that underpin the nation’s nuclear and renewable energy, national security, and environmental missions.

INL Mission
Our mission is to discover, demonstrate and secure innovative nuclear energy solutions, other clean energy options and critical infrastructure.

INL Vision
Our vision is to change the world’s energy future and secure our nation’s critical infrastructure.

Selective Service Requirements
To be eligible for employment at INL males born after December 31, 1959 must have registered with the Selective Service System (SSS). For more information see www.sss.gov.

Equal Employment Opportunity
Idaho National Laboratory (INL) is an Equal Employment Opportunity (EEO) employer. It is the policy of INL to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Women and People of Color are strongly encouraged to apply. 

Reasonable Accommodation
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Other Information
When applying to positions please provide a resume and answer all questions on the following screens. Applicants, who fail to provide a resume or answer the questions, may be deemed ineligible for consideration.

INL does not accept resumes from third party vendors unsolicited.

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