16 Aug
Texas,
Austin
, 73301
Austin
USA
Vacancy expired!
Position Service Operations Coordinator(Process Improvement Manager) Location Austin, TX Duration 1+ Year (Extendable) Job Description: DESCRIPTION OF SERVICES: (Required) TxDOT requires the services of {1} Service Operations Coordinator. Worker will perform these tasks:
- Analyzes and provides oversight of the service level management activities for Applications.
- Establishes ITSM best practice and processes.
- Responsible for adherence to processes and quality of service.
- Interfaces with the Applications Team to identify Service Catalog and Service Automation improvements.
- Responsible for developing and executing short- and long-term strategic plans to assure service level activities achieve current and future needs.
- Role will also provide ITD training, guidance and be the overall Applications SME for those processes.
- Role will manage, report and provide continual service improvement for the Incident, Problem,
- Change and Request Fulfillment Management processes.
- Employees at this level are virtually self-supervising and assume direct accountability for the work product
- Performs research and recommends changes in services, products, and standards to support agency needs
WORKER SKILLS AND QUALIFICATIONS (Required) Minimum (Required): insert specific minimum skills for this Contract Position) Years Skills/Experience 5 Coordinates incidents/problems/changes through resolution while maintaining command and control of the incident response for a large application portfolio. 4 Employ strong facilitation and leadership skills, ensuring responding team members execute required actions under pressure; call out as appropriate when progress appears blocked 5 Reviews incident/problem/change documentation accuracy as it relates to the application portfolio. 5 End-to-End accountability for the management, communication, ensuring updates are timely and of sufficient quality. 5 Works closely with the other IT tower leads to facilitate incident, problem, and change management activities 4 Experience in the use of KPIs to track trends and drive behavior. 4 Experience using data analysis tools to gain insights into data quality and trends. Preferred (Optional): insert specific preferred skills for this Contract Position) Years Skills/Experience 5 Experience with IT Service Management, ITIL practices 4 Extensive Service Management response planning as it relates to applications. 4 Extensive Service Management Metrics Development and Review as it relates to applications. 4 ITIL Certification v3 or newer 4 Ownership of Incident/Problem/Change processes. 2 Experience with IT Service Management, ITIL practices 3 Strong verbal and written communication skills 2 Demonstrated ability to communicate CMDB, Asset Management concepts, rationale, and implementation tools and techniques
Vacancy expired!
