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ITIL V3 IT Service Management Practitioner

Employer
Yoh, A Day & Zimmermann Company
Location
Sun Prairie
Salary
Competitive

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Industry
Technology
Role
IT
Job Type
Long-Term
Hours
Full Time
I can only work with candidates willing to work on our W2! No 3rd party/ C2C candidates! -Remote with the intent of returning to the Sun Prairie office Primary Responsibilities Work with the IT Service Managers, the IT Service Team Leaders and relevant Global Process Owners to translate ITSM objectives and plans into actions that maximize productivity and performance, contributing to the successful operation of IT within COMPANY Input to team and own objectives to ensure they reflect operational service delivery priorities and best practice Provide information to support definition, and implementation of plans, controls and appropriate MI to manage the ITSM, related third party suppliers, and services under management Provide information to help identify service improvement activities as part of the Continuous Service Improvement Plan Contribute to wider IT strategy through providing relevant information which supports decision and action. Maintain an awareness of relevant technical and legislative changes Contribute to the development and refinement of the ITSM processes ensuring integration with other relevant processes and functions in line with best practice (ITIL v3) Support the embedding, and work in line with, the ITSM processes and controls / MI to manage and evidence effectiveness of the processes Ensure any relevant ITSM assets are accurately maintained to support the ITSM processes (eg CMDB for configuration & asset management) Support development and refinement of an effective knowledge management system (for own team, relevant IT teams, and suppliers) Ensuring that all ITSM activities are conducted in line with established policies (eg information security, risk) Support continuous improvement through the creation and management of a Continuous Service Improvement Plan for the ITSM Build positive, open and constructive relationships with key stakeholders, working in partnership to ensure service delivery meets current and future business needs, managing customer expectations as necessary. Support development of a proactive, service-orientated culture within own team, wider IT, and third-party supplier teams Promote and act as a role model for ITSM processes to ensure both understanding and value with key stakeholders and the wider organization Ensure all communication is concise, relevant, and appropriate to key stakeholders to advise of service and supplier performance so informed decisions can be made Positively promote the department and company as a whole, in order to maximize brand leverage and develop team profile The role holder may undertake, or support, the execution of one or more of the processes below. Major Incident Management Management of support teams, and suppliers, and necessary escalations to resolve major incidents Developing and maintaining accurate incident information to enable effective decision making and action (eg timeline, action log) Clear, timely, and accurate communications to all key parties throughout each Major Incident being managed Conducting Major Incident Reviews where required Problem Management Management, and supporting management, of re-active problems, and undertake analysis to support pro-active problem management Management of support teams, and suppliers, and necessary escalations to identify and resolve root cause Developing and maintaining accurate problem related information to enable effective decision making and action Clear, timely, and accurate communications to all key parties for all problems under management Change Management Supporting the management of the Forward Schedule of Change (including all IT change, maintenance and release windows, and critical business periods) Supporting the management, administration, and running of CAB (as final gating) Managing, and supporting resolution, of scheduling conflicts and escalations Conducting, and supporting, Change Implementation Reviews where required Service Introduction Ensuring adherence to the SI process as defined in the Project Management Framework (PMF) Supporting the Project Managers; helping them to understand the SI components of the PMF Working with the GPO to ensure the process remains fit for purpose Asset and Configuration Management Supporting the definition of CMS and level of information stored within CMDB Management of support teams, and suppliers, and necessary escalations to maintain an accurate asset inventory (CIs), and the relationships between them Supporting the management of the CMDB and reporting of all CI exceptions and data discrepancies Required Qualifications Education: Bachelor's Degree or equivalent combination of education and work experience Experience: 4 years relevant experience Licenses/Certifications: ITIL V3 foundation certificate - Expert (or equivalent) or Practitioner within one or more processes Preferred Competencies/Skills List preferred competencies and skills here, typically 10 bullets or less. Preferred Competencies/Skills Strong customer service skills Good supplier management skills Good communication skills both written and oral Able to proactively manage customer expectations Able to work effectively at all levels of the organization. Experience working within a pressured environment, often to tight deadlines Strong subject matter leadership skills Description: Primary Responsibilities Work with the IT Service Managers, the IT Service Team Leaders and relevant Global Process Owners to translate ITSM objectives and plans into actions that maximize productivity and performance, contributing to the successful operation of IT within COMPANY Input to team and own objectives to ensure they reflect operational service delivery priorities and best practice Provide information to support definition, and implementation of plans, controls and appropriate MI to manage the ITSM, related third party suppliers, and services under management Provide information to help identify service improvement activities as part of the Continuous Service Improvement Plan Contribute to wider IT strategy through providing relevant information which supports decision and action. Maintain an awareness of relevant technical and legislative changes Contribute to the development and refinement of the ITSM processes ensuring integration with other relevant processes and functions in line with best practice (ITIL v3) Support the embedding, and work in line with, the ITSM processes and controls / MI to manage and evidence effectiveness of the processes Ensure any relevant ITSM assets are accurately maintained to support the ITSM processes (eg CMDB for configuration & asset management) Support development and refinement of an effective knowledge management system (for own team, relevant IT teams, and suppliers) Ensuring that all ITSM activities are conducted in line with established policies (eg information security, risk) Support continuous improvement through the creation and management of a Continuous Service Improvement Plan for the ITSM Build positive, open and constructive relationships with key stakeholders, working in partnership to ensure service delivery meets current and future business needs, managing customer expectations as necessary. Support development of a proactive, service-orientated culture within own team, wider IT, and third-party supplier teams Promote and act as a role model for ITSM processes to ensure both understanding and value with key stakeholders and the wider organization Ensure all communication is concise, relevant, and appropriate to key stakeholders to advise of service and supplier performance so informed decisions can be made Positively promote the department and company as a whole, in order to maximize brand leverage and develop team profile The role holder may undertake, or support, the execution of one or more of the processes below. Major Incident Management Management of support teams, and suppliers, and necessary escalations to resolve major incidents Developing and maintaining accurate incident information to enable effective decision making and action (eg timeline, action log) Clear, timely, and accurate communications to all key parties throughout each Major Incident being managed Conducting Major Incident Reviews where required Problem Management Management, and supporting management, of re-active problems, and undertake analysis to support pro-active problem management Management of support teams, and suppliers, and necessary escalations to identify and resolve root cause Developing and maintaining accurate problem related information to enable effective decision making and action Clear, timely, and accurate communications to all key parties for all problems under management Change Management Supporting the management of the Forward Schedule of Change (including all IT change, maintenance and release windows, and critical business periods) Supporting the management, administration, and running of CAB (as final gating) Managing, and supporting resolution, of scheduling conflicts and escalations Conducting, and supporting, Change Implementation Reviews where required Service Introduction Ensuring adherence to the SI process as defined in the Project Management Framework (PMF) Supporting the Project Managers; helping them to understand the SI components of the PMF Working with the GPO to ensure the process remains fit for purpose Asset and Configuration Management Supporting the definition of CMS and level of information stored within CMDB Management of support teams, and suppliers, and necessary escalations to maintain an accurate asset inventory (CIs)..... click apply for full job details

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