This is a position that will convert to a full time position, this is not a temporary role.
Technologies Corporation is seeking candidates for process leadership and delivery with Change, Major Incident, Problem and other key areas of Service Management. The selected candidate must be versatile – capable of delivering on multiple facets of IT Service Management. This position is located in Lincolnshire, Illinois office.
The selected candidate will ensure several key processes are operating effectively and achieving internal goals. The responsibilities include:
ITIL Change Management Operations – On a weekly cadence, review all proposed changes impacting IT production services and prepare agenda for Change Advisory Board (CAB) meeting. Perform pre-review analysis, host and lead CAB discussions, document meeting outcomes, and update proposed records based CAB approvals. Facilitate conversations to identify and resolve potential changes collisions. Collaborate with team members responsible for organizational communications to ensure IT and Business team members are informed on planned activities that may alter or temporarily disrupt normal operations. Change Management operations is a primary responsibility for this role.
ITIL Change Management Governance – The selected candidate will deliver leadership and governance for IT Change Management activities. Using service management toolset (ServiceNow), the role involves calculating and publishing key performance metrics with the Change Management process. The role also includes performing other actions to ensure that change records and tasks are effectively managed and in accordance with process expectations. Additionally, he/she will collaborate with internal audit on process assessments. Change Management governance is a primary responsibility for this role.
Major Incident Management – As a part of this role’s portfolio of responsibilities, the selected candidate will deliver Major Incident Management services on a limited basis. This activity involves being the point of escalation for incidents critically impacting business operations (Major Incidents). The role requires: quickly issuing outage alert notifications, ensuring support teams engage on a collaborative resolution conference call, driving for service restoration with team members, communicating regular status updates, and documenting Major Incident time line and business impact. On a limited basis, the role requires being on-call outside some standard North American business hours.
Problem Management – The candidate will contribute to cross-functional reviews problem case analysis and share the chairing of weekly meetings. Additionally, when appropriate, he/she will perform as a problem manager by being accountable for problem analysis of some issue. In that role, he/she will coordinate cross-functional team member engagement from both application and infrastructure teams and drive for effective results.
Configuration Management – Perform duties and initiatives as assigned with development and sustained maintenance of Zebra’s configuration management database (CMDB) that is comprised of Server, Storage, Network, Database, Application, and End User items.
Other – Selected candidate will be an integral member of Service Management team and provide additional functions in support of team success.
The selected candidate will possess:
More than 7 years of operational work experience with change, incident, or problem management delivery and practices
Ability to be flexible and perform multiple responsibilities.
Ability to communicate effectively amongst IT technical teams, IT leadership and business team members.
Experience working with ITIL methodologies (ITIL Foundations certification a plus)
Possess excellent written and verbal communication skills
Experience with Service Management tool sets – ServiceNow is a plus
Strong knowledge and experience in excel functionality and reporting (formulas)
Strong focus on customer satisfaction
Able to prioritize and execute tasks in a fast paced environment.
Bachelor's Degree in software engineering, computer science, or business administration and/or equivalent work experience.
Experience Level - 6+ Years Prepares, analyzes, and selects methods of presenting data. Summarizes data analysis in written reports. From information gathered, suggests future development and enhancement options. Coordinates and monitors special projects. Assumes managerial responsibilities. Requires broad knowledge of technology in area to which assigned.
If you have the above qualification and are available to look into this opportunity please send your updated resume along with your contact# and I will call you back to discuss further.
APN Software Services, Inc .
39899 Balentine Drive, Suite 385, Newark, CA 94560 .
Direct: 510.623.5049 | Fax: 510.623.5055 | Email: firstname.lastname@example.org