ITSM process Lead

Position : ITSM process Lead

Location : Chicago IL
* Day 1 Onsite

JD

• Problem lifecycle management :
  Oversee the entire problem lifecycle from identification and analysis to resolution and closure.
• Root cause analysis :
  Lead the process of identifying the underlying causes of incidents to prevent them from happening again.
• Proactive problem management :
  Identify trends in incidents to proactively address potential issues before they impact users.
• Stakeholder communication :
  Inform stakeholders about problem status resolution plans and potential risks.
• Reporting :
  Develop and deliver reports on problem management activities and metrics to management.
• Continuous improvement :
  Regularly review processes and performance to identify opportunities for improvement in the problem management function.
• Process Management :
  Implement and manage ITIL-based practices focusing on key processes like incident, problem, change and release management.
• Stakeholder Coordination :
  Work with IT and business stakeholders to enhance service delivery and manage relationships.
• Performance Monitoring :
  Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement.
• Incident leadership :
  Declare incidents, assemble response teams and lead bridge or conference calls to drive resolution.
• Coordination :
  Coordinate and provide direction to various IT support groups such as server, network, database and application teams.
• Communication :
  Provide clear concise and timely updates to senior management stakeholders and customers both during and after the incident.
• Issue Resolution :
  Address and resolve process-related issues and bottlenecks.

• Administrative Skills
• Facilities Management
• Biotechnology
• Creative Production
• Design And Estimation
• Architecture

Employment Type : Full Time

Experience : years

Vacancy : 1