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Responsible for daily oversight and governance of the ITIL-based IT Service Management (ITSM) process framework. Monitor, measure, enforce, and continually improve the ITSM processes by actively engaging with and managing service providers to ensure that IT staff and ITSM toolsets can execute assigned ITIL processes efficiently and effectively. Drive major incident resolution efforts, root cause analysis, and problem remediation, ensuring the implementation of permanent fixes in the production environment to improve the availability of critical systems. Provide leadership to various technical teams and manage all aspects of the Incident, Change, Configuration, and Problem Management programs. Responsible for providing in-depth analysis for ITSM applications and business processes and driving integrations and other improvements. Coordinate with the business community to ensure consistent and efficient use of ITSM software applications. Maintain collaborative working relationships, gather and document new functionality requests and requirements, provide recommendations on potential software solutions, and provide functional prototypes of new process flows and workflows.
