ITIL Process Coordinator

Sinclair Broadcast Group•Hunt Valley, MD

11h

About The Position

Sinclair Broadcast Group is seeking an ITIL Practice Coordinator who will primarily be responsible for executing task and ensuring adherence to ITIL policies and procedures. As Practice Coordinator, the incumbent will focus on delivering the business value of an assigned ITIL process area. They will be tasked with overseeing practice governance, performance, maintenance, and communications. They will work closely with Practice Managers, or other coordinators, to ensure that each process area is effectively adopted and socialized in the organization. They will also play a key role in the education and communication of process changes throughout the practices operational lifecycle and provide overall governance and execution of practice activities. The selected individual may oversee the Knowledge Management articles for assigned practices by keeping documentation current and responsive to patterns of business activity.

Requirements

Minimum of B.S. in an information-systems type curriculum (required)
1-2 years of relevant experience
Experience with, or exposure to, IT Service Management (ITSM) and IT Infrastructure Library (ITIL) Practice frameworks with a solid focus on Continual Service Improvement; including Change Enablement, Configuration Management, Incident Management, Knowledge Management, Major Incident Management, Problem Management, and (Service) Transition Management
Ability to take on multiple projects
Demonstrated skills in gathering and documenting requirements
Ability to quickly build and manage service relationships and establish credibility across the shared service function and with business leaders
Ability to drive process definition, re-engineering, improvement, and gap analysis of current/to be processes
Experience with ServiceNOW, including: Experience managing and coordinating tasks for assigned practice areas
Ability to read and interpret reports, dashboards, and speak to the metrics displayed in order to measure effectiveness and efficiency for assigned practice areas
Microsoft Office Applications: Ability to lead meetings in Teams Ability to write accurate technical documentation, policies, procedures in Word Ability to create and present slide decks in PowerPoint Ability to prepare workflows, roadmaps, infographics, etc., in Visio
Strong ability to set and achieve deliverables, as well as hold others accountable
Ability to be self-directed, work independently, and as part of a team
Ability to present themselves professionally and communicate with users at all levels of expertise
Customer facing
Public speaking
Problem-solving
Lead conference calls
Understand, communicate, and manage risks effectively
Strong written communication skills, especially that which involves technical documentation
The ability to work in a fast-paced environment with constant change; perseverance and adaptability is highly required

Nice To Haves

ITIL Foundations Certification (v3 or v4) (preferred)

Responsibilities

Coordinate, manage, and track all tasks associated with assigned practice
Review and recommend updates to practice policies and procedures to ensure they are fit for purpose, providing assistance with any new documentation
Monitor and track practice metrics based on identified KPIs and reports
Coordinate meetings with Project Managers, Business Partners, and business leaders / owners to ensure assigned practices are performing efficiently with support from the Service Operations Sr. Manager.
Ensure that a comprehensive support structure exist in the project close-out structure
Provide support for other processes that are closely integrated with assigned practices
Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria
Participate in end-to-end stakeholder groups to improve the efficiency of future deliveries and processes
Promote continuous improvement for assigned practices
Assist with Problem Management/RCA remediation reporting.