Application Architect Process Lead

Vacancy expired!

Position: Application Architect/Process Lead

Location: Chelsea, MA

Duration: 6 Months

Position Summary:

The client's IT is looking to fill the role of an ITSM Model and Process Lead.
The ITSM Model and Process Lead will be responsible to develop, define and create a process to manage infrastructure incidents or problems and setup that workflow through JIRA ITSM.
In addition, the ideal candidate will be responsible for establishing a Change Control Board with a defined process and governance structure.
To be successful, one should have prior experience and demonstrated success implementing one or more components of the ServiceNow ITSM Module.
These may include problem, incident, change, service catalog, and others as an example.

Responsibilities:

Define and design the IT Service Management lifecycle, including processes, roles, metrics, Key Performance Indicators (KPIs), tools for infrastructure team
Develop the ITSM process/framework, corresponding process documentation such as instructions, templates to support process execution.
Setup the ITSM workflow in JIRA software
Communicate the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support
Setup and support the design services to meet IT Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
Setting up automatic routing of service requests to the proper service groups, including any system notifications that will provide awareness of changes in status at various points Develop a Change Control Board process/framework/governance
Provide ITSM leadership experience and coaching processes
Monitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities.

Experience and Education Requirements:

Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field; or equivalent experience/ combination of education and experience.
3+ years of experience as a key technical resource for large scale projects and/or implementations
3+ years setting up workflows in JIRA ITSM and creating reports for monitoring usage in JIRA
Hands-on experience with developing and implementing an end-to-end ITSM
Excellent verbal and written communications skills. Must be proficient in writing up process documentation, develop workflows and provide orientation on new process
A self- starter and someone who can go outside the box where applicable and find solutions to complex problems.
Client depends on this resource being very responsive
Resource should be able to work the hours needed for the project
Ability to provide technical leadership and professional guidance to managers, team, and vendors ITIL and/or ITSM Certification(s) required

Application Architect/Process Lead - AAPL23-00795