JOB DUTIES
Design, sponsor, and champion processes requirements and improvements across the Enterprise.
Accountable for day-to-day process management activities, ensuring appropriate resources are engaged and communication provided to all levels of the organization.
Regularly review and update policies, processes, and procedures to align with business needs, ensuring all revisions are communicated and deployed, including requisite training of all impacted parties and stakeholders.
Function as the primary point of escalation for day-to-day process operations as needed.
Regularly review SLA targets, backlog, and current KPIs with the Service Delivery Managers (SDM) and IT leaders
Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process, review metrics, and initiate actions required based on data analysis.
Create and maintain process performance dashboards and report on status, challenges, and opportunities to IT Leadership.
Audit records for process compliance and initiate actions for improvement.
Monitor and review the execution of the assigned process at a high-level, ensuring it remains consistent with the organization's current culture and IT Service Management strategy
Initiate process improvement opportunities based on ITIL/ITSM best practices and conduct current state analysis to gather business requirements and constraints.
Drive process requirement conversations with stakeholders to mature process workflows.
Gather, analyze, and translate business requirements into documentation and conceptual ITSM platform design and development.
Document ITSM platform enhancement requirements, participate in module design, UAT testing, and conduct user training.
Ensure efficient and effective integration between assigned process and related ITSM process areas.
Support an environment that encourages information sharing, team-based resolutions, cross-training, and effective problem resolution.
Effectively communicate across company and department boundaries at all levels.
Maintain awareness of best practices principles and approaches to process quality and effectiveness.
Support strategic goals, including Care Delivery Organization (CDO) integration activities aligned with ITIL and industry best practices, ensuring scalable and customer-focused processes.
Coach process practitioners and managers on ITIL and IT Support Service best practices principles to achieve defined CSFs and KPIs.
Adapt quickly to changing conditions, strategies, and organizational goals.
Other related ITSM duties as assigned.

Required Experience/Qualifications:
Undergraduate degree or equivalent experience
5+ years' experience designing and implementing ITSM processes or equivalent
5+ experience working in technology discipline
Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Visio, Microsoft Teams, etc).

Technical Skills:
Demonstrated experience developing and/or improving processes to improve efficiency
Skilled knowledge of ITSM processes
Experienced in ITSM best practice and process tools
Functional knowledge and understanding of IT best practices and development methodologies.

Preferred Qualifications:
ITIL 4.0 Foundations Certification & 1+ ITIL 4.0 Specialist Certification strongly preferred
5+ years' experience in Service Transition and/or Operations
5+ years' working in a collaborative, team-based environment
5+ years' experience documenting polices, processes, and procedures to govern ITSM practices
5+ years' experience with strategic enterprise process alignment
Demonstrated commitment to continual learning of industry best practices and standards