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Service Management ITSM Process Manager

Company: ICONMA
Location: Alpharetta
Posted on: February 20, 2021

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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