process improvement administrator (laurel/hybrid).
laurel , maryland
posted august 16, 2024
job details summary
$95,000 - $112,000 per year
permanent
no requirements
category computer and mathematical occupations
reference1062198
job details
job summary:
Principal Accountabilities and Functions
This position will serve as the organizational facilitator for the Service Management team when it comes to translating business requirements into operational processes.
Lead process improvement with ITS teams using ITIL as framework.
The principal job is to bring a strong working understanding of the ITIL framework to oversee process improvements.
Identify service deficiencies and create structure to mature service delivery processes.
Lead and collaborate with ITS and business groups in their efforts to take advantage of the Ivanti platform to increase utilization and improve enterprise processes.
Collaborate with IT teams and business lines to integrate manual processes into the Ivanti platform for automation.
Meet with ITS AVP's to understand their challenges and be able to translate those challenges into process improvements.
As the environment evolves, strategically assess the customer's vision to see opportunities to influence and improve service delivery quality.
Track, document and clearly communicate concise delivery observations on multiple, concurrent activities.
Responsible for raising awareness of a process, including communicating information about it, and any changes to the process.
Participate within a team defining, managing, and improving ITIL sub-processes of: Knowledge Management, Change Management, Service Delivery, Service Validation, Incident and Problem Management, Service Level management, Asset Management, etc.
Learn the Ivanti ITSM platform to be able to participate in the design, configuration, and customization to align it with ITIL and the organization's IT service management processes.
Align IT business functions with available tools to achieve agreed upon levels of service management operations.
Lead the definition, execution, and operationalization of new and updates to processes, including those that utilize the Ivanti platform. This includes verifying and implementing detailed technical and process design solutions to problems as identified by the ITSM leadership
Own and manage knowledge sharing within and across IT and business teams. Ensure other team members are able to support knowledge sharing of their practice area within other teams they are a part of.
Manage and communicate enterprise processes and requirements to ITS and business stakeholders to ensure the proposed solutions meet customer expectations.
Work closely with cross-functional teams to gather requirements, understand business needs, and translate them into enterprise process driven solutions.
Communicate platform updates, enhancements, and changes to stakeholders.
Engage with stakeholders to understand user satisfaction, addressing any concerns promptly.
Participate in managing, governing and improving the enterprise processes and integration of the Ivanti toolset.
Responsible for building enterprise compliant process knowledge and developing IT Service Management process documentation.
Serve as a key contributor to maturing enterprise process areas within the organization using ITIL framework and operational process knowledge.
Identify opportunities for automation and integration and implement solutions to reduce manual tasks by working closely with platform stakeholders.
Provide training and support to end-users and IT teams on how to effectively utilize the Ivanti platform to manage incidents, requests, changes, and problems.
Required Qualifications
Bachelor's degree in computer science or related technology focused field with at least 3 years of relevant work experience in the information technology field
3 years of experience in IT service management, ITIL practices, help desk, operations and working with ITSM platforms (preferably Ivanti).
Experience in defining and deploying future-state ITSM processes and in identifying solutions from a people, process and technology perspective
ITIL certification is a plus.
A passion for delivering quality services using the ITIL framework
Experience in analyzing and recommending ITSM strategies based on business priorities
Or combination of equivalent education and experience
Knowledge, Skills and Abilities
strong knowledge of ITIL principles, processes, and best practices.
Excellent written and verbal communication skills to collaborate effectively with cross-functional teams.
Skills in Ivanti or other ITSM platform.
Skills in developing training modules and providing user support.
Ability to create and effectively present relevant and readable diagrams, graphs, charts and presentation materials, proposals, reports, business correspondence, and procedure manuals for a diverse audience.
Proficient in service, knowledge, incident, problem, asset, change and all ITIL process management areas.
Ability to collaborate with teams and convey platform updates effectively.
Expertise in gathering business requirements and prioritizing user experience.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Ability to maintain sensitive and confidential information.
Excellent problem-solving skills.
Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.
location: Laurel, Maryland
job type: Permanent
salary: $95,000 - 112,000 per year
work hours: 8am to 4pm
education: No Degree Required
responsibilities:
.
qualifications:
Experience level: Experienced
Minimum 4 years of experience
Education: No Degree Required
skills:
servicenow (1 year of experience is preferred)Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact ****** offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).This posting is open for thirty (30) days.
