Posted in: Other in Colorado Springs | Posted: |
Job Description
The IT Service Management (ITSM) Process Owner provides the IT organization with oversight, guidance and execution of the Incident, Major Incident, Change and Problem processes following the ITIL framework. This will be accomplished by partnering with the ITSM Manager, and IT leadership to implement and manage best practices, process, standards, and policies within the ITSM Platform (ServiceNow). The ITSM Process Owner has an advanced understanding of ITIL Incident Management, Change Management, Problem Management, and Major Incident Management as well as the methodologies and techniques needed to guide an organization to the successful establishment of Key Process Indicators (KPIs) and overarching goals of IT Operations. This position will assist in the establishment of strategic priorities and ITSM initiatives, while acting as the advocate for these processes and their continual improvement.
Essential Functions
Monitor, operate, and update the Incident, Major Incident, Problem, and Change Processes within the ITSM Platform (ServiceNow).
Provides technical support and problem resolution for customer inquiries regarding the new and existing data analytics, policy, process, standards, and best practices related to the above processes.
Develops partnerships with the consumers (IT and Business leadership) of ITSM data to understand business needs. Trains and mentors on provided reports and dashboards, policy, process, standards, and best practices.
Runs the Major Incident response process and subsequent Problem study follow up.
Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.