ITIL/Change Management

Job Description:Position: Process/Change Management/ITIL -Open Position-CAType: contract Duration: 6-12 monthsLocation: Redwood City, CA

• The IT Process Analyst participates in the planning, design, and implementation of ITSM processes and tools to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
• Leads the development of procedures, work instructions, and templates to support process execution develop unified and consistent service delivery
• Facilitates the IT Change Management Process
• Drive root-cause discussion between IT Teams that are part of the Incident Management and Problem Management process.
• Ensuring Service Management service levels are met
• Maintain and/or develop reporting for continued process improvement
• Present operational and service level reports and explains service level support available to internal or external customers
• Compile, analyze and report statistical data and trends relating to service level compliance and operational effectiveness
• Ensures compliance with process-specific standards and policies
• Provide training and mentoring for functional teams to ensure that process guidelines are understood and followed
• Act as a point of contact for process related questions or issues and facilitate process related meetings
• Supports Audit activities
• Willing to take ownership and take on other duties as assigned

• 5+ years of relevant ITIL service management experience, with a deep understanding of Incident, Change and Problem Management
• 5+ years of IT Change Management experience
• 5+ years of SAP experience
• Experience utilizing Service Management tools preferably ServiceNow
• Excellent communication skills
• Strong listening, problem-solving, negotiation, and facilitation skills
• A “Can Do” attitude with a sense of urgency
• Experience creating and documenting IT processes

• Bachelor’s degree or equivalent work experience
• ITIL V3 EXPERT certification