Document Management I

Job Description

This individual contributor is primarily responsible for managing ITSM process implementation, measuring and reporting on risk matters within IT, and testing and maintaining contingency procedures.                                                       

Essential Responsibilities

• Guides and supports ITSM process and/or service implementation for designated ITSM initiatives by documenting process and/or service requirements and acceptance criteria from process owners and key stakeholders.
• Assists in the preparation of release notes, training materials, and documentation in appropriate repositories.
• Collaborates with IT functions to develop and implement performance metrics and measurement tools.
• Guides and supports ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects.
• Evaluates business needs, organizational characteristics, and industry best-practices to identify gaps or deficiencies in new and existing processes, services, and service portfolios.
• Participates in the development, documentation, maintenance, and auditing of ITSM processes and procedures
• Identifies, evaluates, and recommends process and/or service improvements and third-party tools for implementation to process owners.
• Collaborates with cross-functional stakeholders (for example, IT and business partners) to support alignment, synergy, and application of standardized processes and procedures.
• Provides support and training to users as needed to ensure proper process and/or service execution.
• Analyzes and validates process and/or performance metrics against success criteria to ensure effective control of expected deliverables.
• Provides recommendations to process and/or service owners for mitigating performance deficiencies.
• Investigates performance deviations to drive adherence with defined ITSM policies and procedures.
• Advocates compliance with ITSM policies and procedures across the enterprise.
• Assists with negotiation of statements of work (SOWs) with service providers related to the development, implementation, delivery, and/or maintenance of ITSM processes, services, and/or tools                                                         

Job Qualifications

• ITSM Platforms & Tools: Proficient in ITSM platforms such as ServiceNow, with strong skills in reporting and data analysis. Solid understanding of IT infrastructure components (networks, servers, cloud) to support effective service operations.
• Project, Process, & Framework Management: Practical experience with ITIL processes and collaboration tools, like Jira, Confluence, and Microsoft 365 to support efficient workflows, process improvements, and automations.                    

Minimum Qualifications

• Seeking a candidate with strong, demonstrable experience in this area:
• Minimum three (3) years in a lead role working with process or service teams.
• Bachelor’s Degree in CIS, Business Administration, or related field and Minimum six (6) years IT experience, including Minimum three (3) years implementing or supporting ITSM processes or services.
• Proven ability to understand ITSM tools reports, keep the various stake holders informed about the inferences from reports
• Drive continuous improvement in ITSM services by identifying opportunities through process optimization, metrics-driven insights, and effective reporting.            

Additional Requirements

• 3+ years knowledge and practical experience with ITSM frameworks and processes, including ITIL v4 (Foundation certified or higher), with a strong track record in the design, implementation, and continual improvement of core service management practices such as Incident, Problem, Change, and Request Fulfillment.
• Excellent communication (verbal and written) and collaboration abilities.
• 3+ years with ITIL processes and best practices (e.g. Incident Mgt, Prob mgt, Change mgt)
• Competency with Microsoft Office tools.                     

Preferred Qualifications

• Advanced ITSM Tool Usage: Experience with advanced ITSM features such as workflow automation, service catalog management. Familiarity with integrating ITSM tools with monitoring or alerting systems.
• Framework Delivery & Cross-Team Collaboration: Strong working knowledge of a proven ability to work across teams using tools like Jira, Confluence, and Teams to support service delivery and continuous improvement initiatives

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off

K4