Archroma | IT Service Management
3 weeks ago
Job Description:
Responsible for the daily oversight of the global ITSM process framework. Enforcing, monitoring, measuring and continually improving 1 or more process areas. Engaging with internal teams and service provider teams to ensure that IT staff and ITSM tool sets are equipped for efficient and effective execution of assigned ITIL processes.
Reporting to the Manager of ITSM Operations, this position serves as part of an ITSM team that works in close partnership with IT Demand & Operations staff to drive operational excellence and continual improvement.
Responsibility:
- Serve as the point of contact for the ITSM processes during the service operation supporting the Incident, Major Incident, Request Fulfilment, Change, Problem and Release Management processes globally.
- Ensure efficient and effective integration between service areas during the execution of the ITSM processes
- Implement the required actions for ongoing maturation of ITSM tool to ensure maximum effectiveness with respect to process execution and reporting capabilities.
- In partnership with Business Partners and Service Managers, ensure support teams are operating in adherence with all ITSM Processes and with associated contractual Service Level Agreements.
- Regularly review and update of the operational procedures ensuring all revisions are appropriately deployed, to all impacted parties and stakeholders.
- Identify trends and gaps on the operational execution to raise continual improvement initiatives relative to Incident Management, Request Fulfillment and Change Management.
- Evaluate Customer Satisfaction (CSAT) Survey results in order to identify and drive improvements to the end user experience.
- Participate in the ITSM governance projects and related initiatives with the supervision of the ITSM Operation Manager.
Profile:
- BA/BS degree from an accredited school preferred. Degree may be substituted with additional equivalent years of direct experience in the ITSM field.
- ITIL v3 or ITIL 4 Foundation certification.
- Experience working in an ITSM role, preferably with direct responsibility for service operation and continual improvement.
- Experience in administration of ITSM tools, systems integrations (scripting, APIs) and automation tools.
- Working knowledge of Structured Query Language (SQL) and Database administration.
- Expertise on operational and end-user procedures documentation (Lean IT, Six sigma, UML…).
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