Job Information
CAI ITSM Process Owner in Frankfort, Kentucky
Job ID Number
R4383
Employment Type
Full time
Worksite Flexibility
Remote
Job Summary
As the ITSM Process Owner you will provide leadership and develop and manage projects which promote IT Service Management principles and guide Infrastructure and Operations maturity using Service Management methods.
Job Description
We are looking for an ITSM Process Owner to to provide leadership and develop and manage projects which promote IT Service Management principles and guide Infrastructure and Operations maturity using Service Management methods. This will be a full-time 7 month contract and remote (work must be performed in TX).
What You'll Do
Provide leadership in the development and management of IT Service Management (ITSM) projects
Promote IT Service Management principles across the organization.
Guide the maturity of Infrastructure and Operations using Service Management methods
Collaborate with various teams, including business analysts, technical experts, and process owners, to address and resolve service level issues
Translate technical concepts into business language to facilitate understanding and decision-making
Ensure adherence to Project Management best practices
Utilize ITSM service tools such as ServiceNow and Remedy to support and enhance service management processes
What You'll Need
Required:
8 years of experience with ITSM and ITIL governance processes
Ability to think and act both strategically and tactically and know when to apply each type of action
Very strong communication skills: oral, written, presentation and facilitation
Technical understanding with ability to translate into business concepts
IT Service Management knowledge beyond theory. He/she has held roles which implement IT best practices
Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
The ability to bring together and work with a team of people with varied backgrounds – business analysts, technical experts, process owners - to articulate and remedy service level issues
A good understanding of IT Outsourcing and Managed Services
Statistical, numerical and analytical principles and processes
Innovative thinking with service quality, and its improvement, within limits of costs and business direction
Adhere to Project Management best practices
Experience with ITSM service tools, ServiceNow, and Remedy
Preferred:
Proficient in the use of Remedy On Demand
IT Service Management certification ITIL V3 or V4
PMP Certification
Business Process Engineering
Technical Writing/Formal documentation skills
Experience with ServiceNow in use with supporting external business partners. Experience with Cloud service provider AWS
Training experience
Experience with ServiceNow security operations
Experience with DevOps tools (Jira, Gitlab, etc.)
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
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Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
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