SMO Platform Solution Manager

TX-HHSC-DSHS-DFPS • Austin, TX

5d • $9,600 - $11,500 • Hybrid

About The Position

The ITSM Platform Solution Manager serves as the key liaison between internal IT teams and business stakeholders and the Service Management Office to drive enhancements and initiatives that align with ITIL and ITSM best practices. This role focuses on identifying business needs, recommending process improvements, and driving continuous service enhancement for the agency and our service delivery teams. The ITSM Platform Solution Manager collaborates with cross-functional teams to ensure the ITSM platform, processes, and policies support business objectives, promotes operational efficiency, and enhances the user experience.

Requirements

• Hands-on experience with ITSM platforms like ServiceNow, BMC Helix, or Cherwell.
• Proven experience with process mapping, workflow automation, and IT governance.
• Excellent communication and stakeholder management skills and the ability to translate business needs into technical requirements.
• Excellent problem-solving and critical thinking skills and a strong attention to detail.
• Ability to work collaboratively with multiple teams and able to communicate effectively with all levels of the organization both in written and verbal form.
• Advanced skill establishing plans and setting objectives and goals that support an overall business strategy.
• Excellent time management skills in addition to managing multiple priorities, prioritizing tasks, meeting deadlines, and working independently with little to no daily supervision.
• Advanced skill in identifying business problems, evaluating alternatives, and implementing solutions to resolve in a collaborative and dynamic work environment.
• Contributes to teamwork and unit harmony.
• Creates a "Customer Service" environment by establishing and maintaining positive working relationships with all staff and stakeholders.
• ITIL Foundation 4 or 5 certification required
• Bachelor's degree in Information Technology, Business Administration, or a related field and 5+ years of experience in IT Service Management, Business Relationship Management, or a related role. Work experience in the IT field may be substituted year for year for the education requirement.
• Advanced knowledge of ITIL best practices and service management frameworks and a proven track record of implementing ITSM improvements and driving business value.

Nice To Haves

• additional certifications such as COBIT, PMP, or ITSM tools developer/admin a plus.

Responsibilities

• Serves as a liaison for the agency and IT and the Service Management Office by providing consultation, documentation, and direction to stakeholders with regard to analysis, design, configuration, testing, and policy implementation for the BMC Helix platform, including our agency-wide IT Help Central portal.
• As an expert level SME for the BMC Helix platform and with full autonomy in the role, provide initial consultation upon receipt of Helix enhancements and gather, analyze, and document user requirements, business processes, and problems to automate or improve BMC Helix catalog items used by the agency; References any current agency policies and procedures to determine if they need revisions with IT PPO in parallel with the BMC Helix work request.
• Provide enhancement and QA demos to stakeholders at all levels including CIO and program DECs to gain approval, adoption, and alignment on desired outcome.
• Attend and lead weekly platform prioritization meetings with the vendor and ITSM Tools & Tech Manager to review new and current enhancements and tickets to drive timelines and deliverables with the vendor, ensuring a constant flow of work for the vendor and that milestones are met consistently.
• Provide vendor with recaps and documentation from stakeholder meetings and work with vendor to help with design of the workflow.
• Serve as the main lead for and participates in user acceptance testing with the stakeholder/customer by developing, documenting, and revising Helix/IT Help Central design procedures, user acceptance test procedures, and quality standards.
• Captures notes, defects, inputs, etc. to ensure full acceptance is reached before relase into production.
• Provide guidance to the agency and IT teams on ITSM best practices, including incident, problem, change, and service request management.
• Ensure ITSM processes align with governance policies, compliance standards, and business requirements and escalate issues were conflict may arise to ensure business alignment, and policy compliance.
• Evaluate and identify continuous improvement opportunities for BMC Helix and ITSM maturity and propose strategies for implementation across IT and/or the agency.
• Drive ITSM adoption through training, workshops, and knowledge-sharing initiatives.
• Provide regular reporting and success stories with leadership and ensure service levels are adhered to for all BMC Helix enhancements.
• Work collaboratively with the ITSM Tools & Technology Manager and support staff to provide post-implementation support for new releases and serve as their main POC for any future needs in Helix.

Benefits

• 100% paid employee health insurance for full-time eligible employees
• a defined benefit pension plan
• generous time off benefits
• numerous opportunities for career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior