ITSM Leader - ServiceNow & Excellence
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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.
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 specifications)
Support On call every other…
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