31 Jan
IT Service Management Practitioner
Wisconsin, Madison , 53715 Madison USA

Vacancy expired!

Primary Responsibilities Work with the IT Service Managers, the IT Service Team Leaders and relevant Global Process Ownersto translate ITSM objectives and plans into actions that maximise productivity and performance,contributing to the successful operation of IT within organization Input to team and own objectives to ensure they reflect operational service delivery priorities andbest practice Provide information to support definition, and implementation of plans, controls and appropriate MIto manage the ITSM, related third party suppliers, and services under management Provide information to help identify service improvement activities as part of the Continuous ServiceImprovement Plan Contribute to wider IT strategy through providing relevant information which supports decision andaction. Maintain an awareness of relevant technical and legislative changes Contribute to the development and refinement of the ITSM processes ensuring integration withother relevant processes and functions in line with best practice (ITIL v3) Support the embedding, and work in line with, the ITSM processes and controls / MI to manage andevidence effectiveness of the processes Ensure any relevant ITSM assets are accurately maintained to support the ITSM processes (eg CMDBfor configuration & asset management) Support development and refinement of an effective knowledge management system (for ownteam, relevant IT teams, and suppliers) Ensuring that all ITSM activities are conducted in line with established policies (eg informationsecurity, risk) Support continuous improvement through the creation and management of a Continuous ServiceImprovement Plan for the ITSM Build positive, open and constructive relationships with key stakeholders, working in partnership toensure service delivery meets current and future business needs, managing customer expectations asnecessary. Support development of a proactive, service-orientated culture within own team, wider IT, andthird-party supplier teams Promote and act as a role model for ITSM processes to ensure both understanding and value withkey stakeholders and the wider organisation Ensure all communication is concise, relevant, and appropriate to key stakeholders to advise ofservice and supplier performance so informed decisions can be made Positively promote the department and company as a whole, in order to maximise brand leverageand develop team profile The role holder may undertake, or support, the execution of one or more of the processes below. Major Incident Management Management of support teams, and suppliers, and necessary escalations to resolve major incidents Developing and maintaining accurate incident information to enable effective decision making andaction (eg timeline, action log) Clear, timely, and accurate communications to all key parties throughout each Major Incident beingmanaged Conducting Major Incident Reviews where required Problem Management Management, and supporting management, of re-active problems, and undertake analysis tosupport pro-active problem management Management of support teams, and suppliers, and necessary escalations to identify and resolve rootcause Developing and maintaining accurate problem related information to enable effective decisionmaking and action Clear, timely, and accurate communications to all key parties for all problems under management Change Management Supporting the management of the Forward Schedule of Change (including all IT change,maintenance and release windows, and critical business periods) Supporting the management, administration, and running of CAB (as final gating) Managing, and supporting resolution, of scheduling conflicts and escalations Conducting, and supporting, Change Implementation Reviews where required Service Introduction Ensuring adherence to the SI process as defined in the Project Management Framework (PMF) Supporting the Project Managers; helping them to understand the SI components of the PMF Working with the GPO to ensure the process remains fit for purpose Asset and Configuration Management Supporting the definition of CMS and level of information stored within CMDB Management of support teams, and suppliers, and necessary escalations to maintain an accurateasset inventory (CIs), and the relationships between them Supporting the management of the CMDB and reporting of all CI exceptions and data discrepanciesRequired QualificationsRequired QualificationsEducation: Bachelor's Degree or equivalent combination of education and work experienceExperience: 4 years relevant experienceLicenses/Certifications: ITIL V3 foundation certificate - Expert (or equivalent) or Practitioner withinone or more processesPreferred Competencies/SkillsList preferred competencies and skills here, typically 10 bullets or less.Preferred Competencies/Skills Strong customer service skills Good supplier management skills Good communication skills - both written and oral Able to proactively manage customer expectations Able to work effectively at all levels of the organisation. Experience working within a pressured environment, often to tight deadlines Strong subject matter leadership skillsFind Us on Facebook!Follow Us on Twitter!Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.Company Profile:Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries on a contract, direct (permanent), contract-to-direct and project basis. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.comWe look forward to working with you.Beacon Hill. Employing the Future (TM)

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