Process Improvement Manager

eStaffLLC•Austin, TX

17h•Onsite

About The Position

We are looking for a Process Improvement Manager based in Austin, Texas. This role requires on-site presence 4–5 days per week. Own the Enterprise Change Management process for the client, defining goals and core requirements of the process; accountable for process adherence, process execution, and continual process improvements. Partner with other process owners to coordinate and facilitate effective processes that change impact, such as asset tracking tools and incident tickets. Serve as the client's oversight for Change Advisory Board (CAB) meetings. Ensure that Change Implementation risk is understood and mitigated to increase the likelihood of successful implementation on the first attempt. Escalate any changes that are damaging the quality of the services. Ensure all Changes comply with process controls.

Requirements

8+ Years understanding of ServiceNow tool, processes, and reporting
8+ Years acted in a change management capacity in an IT service delivery function
8+ Years remain calm under pressure; be able to prioritize their work-load and multi-task.
8+ Years driven and personally invested in ensuring that participants in the Change Management process enable the processes value objectives are met
8+ Years experience in the use of KPIs to track trends and drive behavior.
8+ Years good knowledge of the Services Levels and associated methodology; ideally in a multiservice provider environment with shared SLA's
8+ Years experience with IT Service Management, ITIL practices

Nice To Haves

3+ Strong verbal and written communication skills.
3+ Demonstrated analytical thinker
3+ Ability to learn subject matter, processes, people and learn how to be effective quickly in a new environment
2+ Ability to quickly establish credibility with the delivery teams (internal and external).
4+ Experience with IT Service Management, ITIL practices
3+ Acted in a change management capacity in an IT service delivery function
1+ ITIL Foundations or ITIL Practitioners Certification

Responsibilities

Ensure quality of tickets (e.g. that they have agreed to elements)
Ensure that Change implementation risks are understood to increase successful implementation at the first attempt.
Liaise with parties as needed (in partnership with contracted vendor) to facilitate information and confirm approvals for changes are communicated and understood by all stakeholders
Ensure RFCs are allocated an appropriate priority in collaboration with the requester to ensure appropriate scheduling
Oversee and confirm the process whereby the CAB meeting agenda and notes are captured and issued to participants in a timely manner
Track implementation progress and report back to all parties
Ensure a back-out plan is in evidence and has been considered within the overall implementation plan to minimize impact to service availability
Oversee that Configuration Items (CI) are linked to the Change
Assist in the arbitration of Change queries as needed in partnership with the contracted vendor
Oversee the approvals process is working effectively, and appropriate approvers are in the workflow
Oversee change-related documentation for quality and consistency
Oversee the documentation on change tickets and perform quality assurance and assessments for effectiveness
Ensure all impacted / interested parties are informed throughout the Change lifecycle
Take personal control of Emergency and Expedited Changes
Participate in Post Implementation Review meetings (on a need-to basis)
Manage any follow-up actions identified from Post Implementation Reviews (as needed basis)
Create and distribute daily, weekly and ad-hoc reports (as needed and appropriate)
Conduct training related to this area as needed and appropriate, in partnership with the contracted vendor