ITSM Manager

Job Description:

• Work to ensure our ITSM practices around key areas such as Incident, Problem, Change, and Release Management are consistently being followed and processes run smoothly and effectively.
• Work to further develop, modify, and optimize our existing Service Management Practices as appropriate.
• Collaborate with business and IT stakeholders to ensure smooth and reliable delivery of software and systems to fulfill business objectives, support business processes, and ensure business continuity.
• Assist the Program/Project Manager and development teams across multiple workstreams in planning, maintaining Forward Schedule Release Calendar, and timely communication of release schedules, artifacts, and status to all stakeholders.
• Conduct release readiness reviews, and milestone reviews, lead and coordinate the go-live activities including the execution of the deployment plans and checklists.
• Ensure that the organization's release controls are documented and well understood by development teams and support teams.
• Ensure that all changes are managed in a controlled manner, including standard, normal, and emergency maintenance relating to business processes, applications, and infrastructure.
• Evaluate all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risk.
• Ensure that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner.
• Ensure all P1 incidents and selected P2 incidents are resolved appropriately and forwarded through the appropriate problem management process as required.
• Coordinating Post Change reviews with the change owners as necessary, feeding any follow-up actions into the Problem Management / Root Cause Analysis (RCA) processes
• Participate in the problem management process to get to the root cause of technology problems to improve the availability of systems and manage the end-to-end lifecycle of problems.
• Analyze incident trending for possible chronic incidents that should be considered for proactive problem management.

Qualification:

• Education Level: Bachelor's Degree Required
• 10 years of relevant work experience is required in addition to the required work experience.)
• ITIL Certification (version 3 or 4) is preferred.
• Strong understanding of ITIL best practices.
• JIRA Service Management and ServiceNow = Required, 5 year a minimum.