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A&F 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 includeproblem, 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 teamDevelop the ITSM process/framework, corresponding process documentation such as instructions, templates to support process execution.Setup the ITSM workflow in JIRA softwareCommunicate the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT supportSetup 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 systemnotifications that will provide awareness of changes in status at various pointsDevelop a Change Control Board process/framework/governanceProvide ITSM leadership experience and coaching processesMonitors processes within the environment and throughout the ITSM process life cycle; validates adherence to specified process requirements and measurement activities.
Experience and Education Requirements:3+ years of experience as a key technical resource for large scale projects and/or implementations3+ years setting up workflows in JIRA ITSM and creating reports for monitoring usage in JIRAHands-on experience with developing and implementing an end-to-end ITSMExcellent verbal and written communications skills. Must be proficient in writing up process documentation, develop workflows and provide orientation on new processA 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 responsiveResource should be able to work the hours needed for the projectAbility to provide technical leadership and professional guidance to managers, team, and vendorsITIL and/or ITSM Certification(s) requiredBachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field; or equivalent experience/ combination of education and experience.- ID: #49052667
- State: Massachusetts Chelsea 02150 Chelsea USA
- City: Chelsea
- Salary: $60 - $65
- Job type: Contract
- Showed: 2023-02-06
- Deadline: 2023-04-02
- Category: Et cetera