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Information Technology Infrastructure Library Change Management Process Manager
U-HAUL
Phoenix, AZ, United States
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ITIL Incident Management Process Manager
ITSM Group Overview:
The IT Service Management (ITSM) group is chartered with developing Information Technology Infrastructure Library (ITIL) based processes (e.g. Incident, Problem, Change, Service Portfolio and Service Catalog, Capacity Management, etc.) to help the enterprise and specifically IT in addressing issues that impact our business. The team interfaces with many organizations within <Company> (e.g. IT Operations, Client Services, Network Operations Center, etc.). The ITSM group will also work with the monitoring team to ensure proper event management of U-Haul and parent Amerco services (internal and external application) and the infrastructure the Event and Incident management processes.
Job Description:
Responsible for planning and coordination of day-to-day activities required to carry out, monitor and report on the IT Infrastructure Library (ITIL) Incident Management process for which they are responsible. Provides leadership, facilitation and communication during business impacting critical or major incidents.
Representing the Process Owner and Operational sustainability, the Process Manager has decision making authority regarding the design, modification, implementation and execution of the process. Conducts research and development on ITIL process best practices. Performs complex process analysis, design, implementation, execution, and/or monitoring, reporting and governance. Serves as an expert in the analysis of existing processes, procedures and methods to ensure and promote effective business and systems operations through standardization, improvement, simplification, discontinuance or other methods. Creates process templates, procedures, training and communications content. Collaborates with Business Partners to understand customer needs and requirements and works with IT service owners and other process managers to ensure the smooth running of IT services. Partners with Technical Subject Matter Experts to provide process requirements for the building or modification of tools to support the process. Works with external suppliers to ensure their compliance to the process. Identifies Incident process key performance indicators (KPIs), establishes KPI baselines and targets and guides process, tools and people to meet the targets. Identifies Incident Management process improvement opportunities and leads efforts to design and implement solutions to improve the Change and Release processes. Provides input to IT management for forecasting costs and benefits related to process improvement goals.
Skills and Requirements:
• Bachelor's Degree or equivalent
• Minimum 3 years of experience
• Outstanding communications skills, able to translate technical diagnosis into business relevant context and articulate business impact to all levels of the organization.
• Good Understanding of different ITIL processes and their interactions with each other
• ITIL v3 foundation or higher certification preferred
• 2+ years handling incidents both technical on the business side
• Exposure to service management and incident management tools
• Ability to take and give direction, compromise, negotiate and support consensus decisions
• Demonstrated ability to effectively work with multiple cross-functional teams and bring diverse groups to consensus
• Ability to write clear documentation and communicate complex information simply and accurately to both technical and non-technical audiences
• Demonstrated focus on customer support and results-oriented improvement efforts
• Ability to coach, mentor and support other IT and Service Management professionals
• Knowledge of process reengineering and/or process improvement methodologies highly desirable
• Ability to make decisions that require significant analysis and investigation with solutions requiring significant original thinking
• Ability to determine appropriate courses of action in complex situations, especially when handling business impacting major incidents, that may not be addressed by existing policies, procedures or protocols
• Creates & delivers process education and training on the process Policy, Plan, SOP and tools
• Guides and assists Support Group personnel on the process. Promotes process awareness and understanding throughout the organization
• Ensures process records are documented properly by Support Groups
• Assists in ensuring that organizational knowledge is captured and updated according to organizational policies and guidelines
• Serves as an expert in the analysis of existing process, procedures and methods
• Fluency in Microsoft Office applications Excel, Word, Visio, and PowerPoint
U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.