Service Management ITSM Process Manager
Company: ICONMA
Location: Alpharetta
Posted on: February 20, 2021
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Job Description:
Service Management - ITSM Process Manager Location: Alpharetta,
GADuration: 12 Months Description:Key Responsibilities:- Provide
oversight around new and existing processes, maintaining and
improving ITSM process management policies in alignment with the
ITIL framework- Conduct audits of Incidents, Changes, Problem
tickets to ensure proper processes were followed- Develop reports
of process performance and compliance and present/deliver to
various levels of management- Document requirements as needed for
process improvement initiatives and/or application enhancements-
Participate in recurring and adhoc ITSM meetings (Change Advisory
Board, Problem Advisory Board, Major Incident Reviews)- Provide
guidance and training to support adoption of key ITSM processes
(Incident, Problem, Change, etc)- Maintenance of existing and
creation of new documentation pertaining to ITSM processes and
guidelines- Plan and/or lead specific projects or initiatives
related to ITSM processes- Identify process efficiencies and
improvements for existing processes or tool improvements to support
the process- Ability to work under pressure and be highly
pro-active in prioritizing issues and driving continuous
improvement across the organization- Support other duties assigned
by manager Qualifications:- Bachelor's degree preferred- 5+ years
minimum of experience in service management, service delivery,
and/or process management- Excellent communication (oral and
written) skills; the ability to listen effectively, react
appropriately to feedback and communicate to all levels of
management- Knowledge of best practice methodologies and techniques
to improve business and technical operations- In-depth experience
using Microsoft PowerPoint, Word, Visio and Excel- Experience with
service management applications/platforms (esp. ServiceNow)- ITIL
Foundations certificate required Additional Skills: ITIL
Foundations requiredITSM working knowledgeExperience using the
ServiceNow platform preferred Mahesh - provided by Dice
Keywords: ICONMA, Alpharetta , Service Management ITSM Process Manager, Executive , Alpharetta, Georgia
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