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Job Description:
ITSM/ITIL Process Lead
TL Certifiied Must V4/V3
- Supervises staff and manages employee performance; provides ongoing performance feedback, addresses problems, orients and trains employees, verifies competency and identifies and suggests ways to develop skills; monitors workflow
- Develops ITSM performance metrics and performs IT internal audits for continuing improvements
- Develops, socializes and trains on policies, standards and procedures for each area of responsibility
- Manages and develops the team responsible for the implementation and administration of the ServiceNow platform, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, supporting quality assurance, and performing application upgrades
- Serves as the owner for both internal and external ITSM and BCDR audits.
- Owns Service Level Agreements and ensure they are met each month by working with all the teams responsible for
- Develops and implements enterprise strategy major incident/disaster recovery response.
- Establishes standard recovery tiers, including recovery time objective (RTO) and recovery point objective (RPO) for all applications and infrastructure
- Develops and facilitates annual DR exercises to test plans for critical/business applications and infrastructure.
- Performs annual business impact analysis (BIA)
- Collaborates with IS infrastructure leadership to develop recovery strategies and workaround procedures; oversees the implementation across all sites
- Works with business operations to promote the adoption, optimization, and improvement of service management solutions in the ServiceNow platform
- Collaborates with service owners to determine opportunities to optimize workflows and improve service delivery
- Develops strategic plans for current and future utilization of the ServiceNow platform
- Serve as ServiceNow ITSM Scrum Master and backup SME
- Creates and implements ITSM new hire training for all areas of responsibility
Knowledge, Skills and Abilities:
- Ability to communicate complex concepts and ideas effectively to all levels within the organization.
- Develop, create and deliver presentations to all levels within the HCL and Client organization
- Utilize formal project change control process and communicate changes with all stakeholders
- Ability to execute with limited information and ambiguity
- Ability to meet deadlines
- Ability to navigate a matrixed organization effectively
- Ability to complete projects in a timely manner with little or no supervision or direction
- Ability to communicate at all levels with clarity and precision both written and verbally
- Knowledge of Project Management Life Cycle and System Development Life Cycle (SDLC) methodologies. Knowledge of ITIL
- Ability to promote team collaboration, strength in persuading and influencing others
Certifications:
- ITIL Foundation Certification
- ITIL Managing Professional/Expert Certification
- Strong communication skills.
- Should have ability to work independently.
