Position: ITSM Process Manager 
Location: Dallas, Tx
Duration: Full Time

ITSM Process Manager:

ITSM Process Manager with a focus on Problem, Incident, Change, Configuration and Request
Management. Individual will have the responsibility to pursue Root Cause Analysis (RCA) and
drive long term resolution. Perform proactive event analysis to avoid future incidents and
minimize the impact of incidents that cannot be prevented. Maintain CMDB ensuring all
configuration items, their attributes and Service Management relationships are current and up
to date. Drive improvement of existing processes, as well as design and implement new or
improved processes. 

Responsibilities:

Ensure effective communications and coordination of problem-solving efforts between
support teams, account teams, field service personnel and customer
· Oversee, facilitate and administer ITIL based service support in the coordination of IT
operations
· Drive root-cause discussion between IT operations, Security operations, application
development, architecture, and other IT teams that are part of the Incident
Management and Problem Management process.
· Operate with a strong sense of urgency ensuring that the Problem & Event Management
functions and processes add value to both the IT organization and to the
users/customers who are receiving IT services.
· Ensure all problems have an owner and appropriate follow-up actions are addressed in a
timely manner
· Review problem trends, driving closure of problem tasks and creating improvement
plans
· Proactively identifying problems, analyzing event data and recommending Service
Improvement plans
· Ensuring Service Management service levels are met
· Conducts CMDB system audits/certifications to ensure data integrity
· Assist in defining and registering Configuration Items(CI’s); the appropriate level of
attributes and relationships required to support IT Service Management
· Developing, refining, and documenting Problem & Event Management operation's
policies, processes, and procedures
· Maintain and/or develop reporting for continued process improvement

Willing to take ownership and take on other duties as assigned
· Management and oversight of contractually agreed services to include Incident,
Problem, Change, Configuration and Request
· Work closely with customer executive team as well as resolver group technicians
· Work with and advise a diverse team in developing processes and solving problems
quickly and efficiently for our client
· Ensure contractual Service Support requirements are understood and managed
· Collaborate with other team members to ensure consistency of delivery, adherence to
standard practices, and continuous improvement
· Present operational and service level reports and explains service level support available
to internal or external customers
· Administer and manage the configuration of process related tools, reporting tools, and
associated technologies
· Compile, analyze and report statistical data and trends relating to service level
compliance and operational effectiveness
· Provide training and mentoring for functional teams to ensure that process guidelines
are understood and followed
· Act as a point of contact for process related questions or issues and facilitate process
related meetings
· Coordinate the activities of multiple team members and manage through influence

Required Qualifications:

8+ years of relevant ITIL service management experience
· Good ITIL understanding and ability to demonstrate and clearly articulate understanding
of Problem, Event Configuration Management processes
· Experience utilizing Service Management tools preferably ServiceNow
· Excellent communication skills
· Strong listening, problem solving, negotiation, and facilitation skills
· A “Can Do” attitude with a sense of urgency
· Demonstrated expertise of ITIL processes and principals
· Experience creating and documenting IT processes

Preferences:

Bachelor degree or equivalent work experience

· ITIL V3 EXPERT certification
· Technical experience working with the Configuration Management database(CMDB) is a
plus
· Knowledge of Network Routers, Switches, and Firewalls.