Process Improvement Administrator

Tower Federal Credit Union•Laurel, MD

1d•Hybrid

About The Position

The Process Improvement Administrator is responsible for the design, implementation, management and continuous improvement of IT Service Management processes within the organization. This role ensures that all ITSM processes are aligned with industry best practices and the strategic goals of the credit union, providing high quality IT services to ITS and the business.

Requirements

Bachelor’s degree in computer science or related technology focused field with at least 3 years of relevant work experience in the information technology field
3 years of experience in IT service management, ITIL practices, help desk, operations and working with ITSM platforms.
Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process and technology perspective
A passion for delivering quality services using the ITIL framework
Experience in analyzing and recommending ITSM strategies based on business priorities
Or combination of equivalent education and experience
Strong knowledge of ITIL principles, processes, and best practices.
Excellent written and verbal communication skills to collaborate effectively with cross-functional teams.
Skills in Ivanti or other ITSM platform.
Skills in developing training modules and providing user support.
Ability to create and effectively present relevant and readable diagrams, graphs, charts and presentation materials, proposals, reports, business correspondence, and procedure manuals for a diverse audience.
Proficient in service, knowledge, incident, problem, asset, change and all ITIL process management areas.
Ability to collaborate with teams and convey platform updates effectively.
Expertise in gathering business requirements and prioritizing user experience.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to maintain sensitive and confidential information.
Excellent problem-solving skills.
Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Nice To Haves

ITIL certification is a plus.

Responsibilities

Serve as the organizational facilitator for the Service Management team when it comes to translating business requirements into operational processes.
Lead process improvement with ITS teams using ITIL as framework.
Bring a strong working understanding of the ITIL framework to oversee process improvements.
Identify service deficiencies and create structure to mature service delivery processes.
Lead and collaborate with ITS and business groups in their efforts to take advantage of the ITSM platform to increase utilization and improve enterprise processes.
Collaborate with IT teams and business lines to integrate manual processes into the ITSM platform for automation.
Meet with ITS AVP’s to understand their challenges and be able to translate those challenges into process improvements.
Strategically assess the customer’s vision to see opportunities to influence and improve service delivery quality as the environment evolves.
Track, document and clearly communicate concise delivery observations on multiple, concurrent activities.
Raise awareness of a process, including communicating information about it, and any changes to the process.
Participate within a team defining, managing, and improving ITIL sub-processes of: Knowledge Management, Change Management, Service Delivery, Service Validation, Incident and Problem Management, Service Level management, Asset Management, etc.
Learn the ITSM platform to be able to participate in the design, configuration, and customization to align it with ITIL and the organization's IT service management processes.
Align IT business functions with available tools to achieve agreed upon levels of service management operations.
Lead the definition, execution, and operationalization of new and updates to processes, including those that utilize the ITSM platform. This includes verifying and implementing detailed technical and process design solutions to problems as identified by the ITSM leadership.
Own and manage knowledge sharing within and across IT and business teams. Ensure other team members are able to support knowledge sharing of their practice area within other teams they are a part of.
Manage and communicate enterprise processes and requirements to ITS and business stakeholders to ensure the proposed solutions meet customer expectations.
Lead the execution of an enterprise asset management solution capturing hardware, software and relationships.
Work closely with cross-functional teams to gather requirements, understand business needs, and translate them into enterprise process driven solutions.
Communicate platform updates, enhancements, and changes to stakeholders.
Engage with stakeholders to understand user satisfaction, addressing any concerns promptly.
Participate in managing, governing and improving the enterprise processes and integration of the ITSM toolset.
Build enterprise compliant process knowledge and develop IT Service Management process documentation.
Serve as a key contributor to maturing enterprise process areas within the organization using ITIL framework and operational process knowledge.
Identify opportunities for automation and integration and implement solutions to reduce manual tasks by working closely with platform stakeholders.
Provide training and support to end-users and IT teams on how to effectively utilize the ITSM platform to manage incidents, requests, changes, and problems.