Mgr, IT Service Management

Overall Job Summary

This position is responsible for managing the tools, infrastructure, and processes needed in a multi-tiered support structure.  This individual will apply proven communication skills, problem-solving skills, and knowledge of best practices to guide his/her team on issues related to the support of mission-critical information systems. 

Essential Duties and Responsibilities (Min 5%)

• Oversee a team that is responsible for the implementation and management of the IT Service Management and Job Scheduling tools. 
• Planning and oversight of the business process/activity monitoring tools and the under lying infrastructure (network, systems, etc.) 
• Provide a configuration management database (CMDB) platform to house configuration information and their relationships. 
• Work across IT teams to capture relationships between business processes, applications, to underlying infrastructure components. 
• Work with other tier 2 teams to implement monitoring, measuring, and alerting of business processes. 
• Integrate ITSM tools to meet IT Support and development needs. 
• Establish tools to measure IT Support against service level commitments and measure business processes against service level commitments. 
• Work with other IT areas for Systems Support to prioritize, document, and onboard support activities. 
   

Required Qualifications

Experience: 

• 4+ years direct experience in supporting IT Service Management processes.
• 4+ years proven experience people management. 
• Proven experience in overseeing the direction, development, and implementation of software solutions. 
• Knowledge of ITIL Foundation concepts, practices, and procedures preferred. 
• Knowledge of continuous improvement concepts preferred. 

Education:  Bachelor’s degree in Computer Systems Design or Computer Science, and/or 6+ years equivalent work experience.  Any suitable combination of education and experience will be considered.  
 

Preferred knowledge, skills or abilities

• Strong Enterprise Application Support experience 
• Strong Process Management skills 
• Ability to manage ITSM Tools and Enterprise Support tools 
• Knowledge of ITIL and ITSM methods, processes, and best practices.  ITIL certification preferred. 
• Good project management skills and/or substantial exposure to project-based work structures, project lifecycle models, etc. 
• Understand data integration concepts. 
• Strong skills in Microsoft Office.
• Ability to conduct research into application development issues and products. 
• Knowledge of systems and Application Management. 
• Strong understanding data and systems integration techniques. 
   

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.

Company Info