Description
We have an opening for an ITSM Program Change & Release Management Process Owner.
ITIL is a set of best practices and guidelines, or an IT framework, designed to streamline IT Service Management (ITSM). The ITIL life cycle contains multiple sub-disciplines, or categories, all of which are designed to optimize the delivery and management of IT Services. Those are as follows in sequential order:
- Service Strategy.
- Service Design.
- Service Transition.
- Service Operations.
- Continual Service Improvement.
One of those categories is Service Transition, which includes Change & Release Management as one of its functions. Effective Change & Release Management minimizes disruptions to IT Services, reduces the risk of Service Transition, etc. The Change & Release Process Owner is one of several roles within ITIL’s & ITSM’s Change & Release Management process.
In this capacity, the ITSM Program Change & Release Management Process Owner will:
- Audits the CAB approval process & works with the Change Manager to ensure ITIL & ServiceNow Best practices are implemented within the CAB process;
- Audits the Change & Release Management process adherence among IT resources (ServiceNow ITIL Fulfillers);
- Creates a weekly Change & Release Management process governance;
- Defines & documents the Change & Release Management process;
- Develops & maintains appropriate KPIs & Metrics (ServiceNow) to ensure process adoption & adherence;
- Improves the Change & Release Management process as needed;
- Provides educational material & training documents for the Change & Release Management process; and
- Works with the Service Desk & other IT Fulfillers.
Proficiencies:
- Excellent written and verbal communication skills;
- Experience in ITIL & ITSM leadership & governance;
- Expert knowledge of ITSM process development particularly with Change & Release Management;
- Extensive knowledge and experience in ITIL, ITSM, & ServiceNow Best Practices;
- Full understanding of ServiceNow workflows in Change & Release applications;
- Knowledge of ServiceNow CMDB is a plus;
- Experience with ISO27001, ISO27002, and associated certifications a plus; and
- Strong interpersonal skills and ability to work with diverse groups.
Qualifications:
- Bachelor’s degree or equivalent experience; Advanced degree (preferred);
- ITIL V3 and/or V4 certification is preferred;
- Minimum of 10 years of experience in IT Operations working with a variety of IT teams;
- Minimum of 5 years of experience in ITIL & ITSM leadership & governance;
- Minimum of 5 years of experience in ITSM Change & Release Management process development;
- Minimum of 5 years of experience in ITSM documentation using ServiceNow Knowledge Management System (KMS);
- Minimum of 5 years of experience in ServiceNow KPIs & Metrics development; and
- Minimum of 5 years of experience in ServiceNow particularly with the Change & Release applications.
Employees will be provided with an excellent career opportunity in a collaborative environment, in addition to a generous total compensation package with the opportunity to earn bonuses based on individual contribution and firm profitability.
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