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Job Description & How to Apply Below
A great job-and a great future-awaits you at Smithfield Foods. We are an American food company with a leading position in packaged meats and fresh pork products. We're looking for motivated people who want to join our team and grow lasting and meaningful careers with us. Apply Now!
Your Opportunity
The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section.
The IT Service Manager (ITSM) will lead the day-to-day Smithfield I&O (Infrastructure & Operations) ITSM function and processes. This team member will work closely with internal and external engineering teams, development, integration, and program stakeholders ensuring activities are performed in accordance with program objectives, policies, and regulations, and requirements. As an ITSM leader you will also be responsible for the service portfolio working with the I&O Leads to ensure that incident management and tracking processes are followed to facilitate timely response and restoral activities when necessary.
The areas focus on high quality customer service to Smithfield's end users, while also providing governance and thought leadership across support services domains. Partnering with IT teams, the manager implements operational efficiencies and is constantly identifying continuous improvement opportunities. S/he will play a vital role with creating and executing ITSM Roadmap. This position will require significant collaboration with cross domain technology leaders at Smithfield.
Core Responsibilities
* Provides expertise and support to enhance, formalize, and standardize ITSM processes and procedures
* Attend and participate in meetings related to IT operations, maintenance activities, CABs, Scrums, etc. as necessary
* Coordination of changes and ensuring compliance with specified change/release management windows. manages the daily operations call and weekly CAB Review meetings
* Document and review policy, processes, procedures, and work instructions to identify and implement improvements, maintain ITSM Process and Operating Procedures
* Analyze incident, problem and change data to create meaningful reports
* Lead the development and maintenance of KPI, IT dashboards, reports
* Perform follow-up activities associated with problem management and continuous service improvement activities
* Perform trend analysis and reporting on incidents, problems, root cause analysis (RCAs), changes, and service level trends.
* Manages the security access control process for granting access to various systems in the environment
* Lead/Participate in the development of a CMDB and Service Catalog Facilitate data and reporting for vendor management meetings on service performance and development status
* Provide updates and communications to IT leadership as Necessary
* Coordinate and conduct agent training as needed
* Review Aged tickets and analyze tickets for trends, track licensing and renewal
* Provide input into creation of ITSM Roadmap
* Elicit requirements from IT and the Business regarding the design of Service Now tool set.
* Lead analysis efforts on the utilization of existing ITSM tools, translating to functionality within the Service Now platform
* Partner with IT Stakeholders to identify, document, and design interfaces between Service Now and other tools to ensure business requirements and technical designs meet expectations
* Communicate directly with Project Manager and Implementation Consultants on various project activities and facilitate presentations on Service Now to a variety of stakeholders.
* Collaborate with the various ITSM Process Owners to understand process design, users, and drivers
* Meet with key resources throughout IT to validate various data elements, including reports, dashboards, application ownership, and group membership
* Partner with Organizational Change Management team to identify change impacts and design communications and training that drive adoption
* Develop technical documentation as needed (process flow diagrams, data maps, technical/functional…
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