Lead ITSM Engineer

Lead process support and serve as a technical resource for complex process development, troubleshooting, and scaling initiatives.

Responsibilities

• Manage and evolve the ITIL Change Management process and governance.
• Design and develop Change Management best practices, including managing Change Advisory Board meetings.
• Lead cross-functional collaboration to identify, analyze gaps, and document baseline process maps.
• Develop collaborative project plans to implement and adopt a service-oriented approach to Change Management.
• Evaluate metrics and implement continuous improvement strategies for ITSM operations.

Required Skills

• 8+ years of relevant process engineering experience.
• Expert-level knowledge of ITIL Change Management processes, KPIs, and best practices.
• ITIL Foundation certification.
• Experience in process development, mapping, and documentation techniques.
• Ability to create and manage detailed project plans.
• Proficiency in using data and analytics to drive process improvements.
• Bachelor's Degree in Computer Science, Information Technology, or a related field (or 4 additional years of relevant work experience in lieu of a degree).

Preferred Skills

• Advanced degree in a relevant field.