07 Mar
IT Service ManagementSacramento, CA3 + year program
Vacancy expired!
- Lead the assessment and documentation of the ITIL problem, incident, change, configuration, capacity and performance management processes.
- Implement, Execute and manage the ITIL processes
- Meet with and provide technical assistance to Stakeholders and Project Manager in the analysis and documentation of the environment and the development of business cases to support overall efficiency of organization managed support service systems and operations.
- Utilizing ITIL Service Design and Service Transition Process, organize business and operational data into technical options; develop business concepts of operations documents, use cases and presentation materials, which include a summary of the user specifications, timelines, ROI analysis and defined critical success factors,
- Define and capture core and supporting business processes process/value stream mapping and analysis, tool selection and application, preparation and delivery and control planning. Mature the process throughout the organization to achieve service support process efficiencies.
- Attend design reviews to gain understanding of functionality in order to develop and execute testing and analysis tasks and responsibilities
- Work with team to create and review business requirements, for new Service functionality and/or customer requests from requirements/specifications on service support options
- Utilizing methodologies such as Lean Six Sigma, Kepner-Tregoe or other Process Improvement tools; identify, and document solutions for process improvements
- Design and implement Service Level Agreements (SLAs)
- Produce process and procedure documentation
- Develop statements of work defining the responsibilities, deliverables, acceptance criteria and timelines which outline the future state design and development
- Work closely with infrastructure's business organizations and interface between the customer and project team to develop solutions and business requirements that will meet the needs of customers requirements and conform to the principles defined in the project plan. Continue to act as liaison for all phases of the project. Insuring that project deliverables meet the customer requirements and expectations.
- Ensure all project phases are properly addressed and that the design, development and testing of project components will meet customer requirements.
- Work closely with customer and project manager to assist in the development of training materials, product documentation and customer documentation including the creation of technical documents and processes.
- Written and Verbal Communication
- Problem Solving
- Decision Making, Analytical Thinking
- Critical Thinking
- Teamwork
- Attention to Detail
- Time Management
- Works well under pressure
- Bachelor's Degree (BS or BA) and 5 years of relevant industry-related or professional experience in multi-project environment which demonstrates success in requirements development process, experience with IT Service Management design and transition processes life cycle methodology or equivalent combination of education, training and experience
- ITIL Foundations Certifications
- Must have in depth understanding of the technology and multi-practice disciplines associated with IT Service Management development projects, comprehension of technical
- Experience in managing services in AWS environment
Vacancy expired!