ITSM Manager

TEKsystems • Oklahoma City, OK

3d • $40 - $65 • Onsite

About The Position

Scope of Position Responsible for management of IT service management processes. Position Summary Responsible for the design, development, implementation, execution, maintenance and support of IT service management processes using the Information Technology Infrastructure Library (ITIL) framework. These processes include and are not limited to (Major) Incident Management, Service Level Management, Change Management, IT Asset/Configuration Management, Problem Management and Knowledge Management. This position will also be responsible for executing projects from small to medium in scope, risk and impact. Communicates with upper management. Duties and Responsibilities The duties of this position are performed under general review and supervision. Some assignments will be completed independently and will be subject to periodic review and approval.

Requirements

• Servicenow
• Itsm
• Itil
• Incident management
• Change management
• Itil service management
• Problem management
• Support
• Maintenance

Responsibilities

• Plan, schedule and facilitate periodic meetings that facilitate the ongoing success of IT-SMO functions
• Work within the ITSM platform (ServiceNow) to update tickets, assets, configuration items, and related attributes/data
• Create and deliver routine and ad hoc reports for staff and above that enable proactive management of operationalized processes
• Develop and perform routine quality control assessment checks on processes and take appropriate action based on results
• Responsible for creating and maintaining all documentation required for and related to IT service management processes
• Responsible for communication with internal IT support center customers regarding process, policy, workflow, and procedures
• Responsible for communication with customers regarding changes and outages to systems, applications and processes
• Performs trend analysis on processes using multiple sources of data
• Responsible for training staff, managers and above on IT service management procedures

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees