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ITSM Program Incident & Problem Management Process Owner

Vantage Point Consulting

Posted on: 13 Mar 2024

Job Location: South Dayton, US

Job Description:

We have an opening for an ITSM Program Incident & Problem Management Process Owner.
ITIL is a set of best practices and guidelines, or an IT framework, designed to streamline IT Service Management (ITSM). The ITIL life cycle contains multiple sub-disciplines, or categories, all of which are designed to optimize the delivery and management of IT Services. Those are as follows in sequential order:

Service Strategy.
Service Design.
Service Transition.
Service Operations.
Continual Service Improvement.

One of those categories is Service Operations, which includes Incident & Problem Management as one of its functions. Effective Incident & Problem Management restores IT Services as soon as possible, minimizes disruptions to IT Services, identifies Root Causes, & develops Corrective Actions to prevent these disruptions in the future. The Incident & Problem Management Process Owner is one of several roles within ITIL's & ITSM's Incident & Problem Management processes.

In this capacity, the ITSM Program Incident & Problem Management Process Owner will:

Creates a weekly Incident & Problem Management process governance;
Defines & documents the Incident & Problem Management processes;
Develops & maintains appropriate KPIs & Metrics (ServiceNow) to ensure process adoption & adherence;
Ensures Problem records are opened, root causes of Incidents are identified, & Corrective Actions are created to prevent the future occurrence of these Incidents;
Improves the Incident & Problem Management processes as needed;
Provides educational material & training documents for the Incident & Problem Management processes;
The Incident & Problem Management Process Owner is responsible for essential tasks related to IT Service degradations & interruptions;
Works closely with other roles in ITIL & ITSM processes including but not limited to the Service Desk to ensure that Incident records are Categorized, Prioritized, Documented, Communicated, & Resolved as soon as possible to minimize negative impact to the business & end users; and
Works with the Service Desk & other IT Fulfillers.

Proficiencies:

Excellent written and verbal communication skills;
Experience in ITIL & ITSM leadership & governance;
Expert knowledge of ITSM process development particularly with Incident & Problem Management;
Extensive knowledge and experience in ITIL, ITSM, & ServiceNow Best Practices;
Full understanding of ServiceNow workflows in Incident & Problem applications;
Knowledge of ServiceNow CMDB is a plus;
Experience with ISO27001, ISO27002, and associated certifications a plus; and
Strong interpersonal skills; ability to work with diverse groups.

Qualifications:

Bachelor's degree or equivalent experience, Advanced degree (preferred);
ITIL V3 and/or V4 certification is preferred;
Minimum of 10 years of experience in IT Operations working with a variety of IT teams;
Minimum of 5 years of experience in ITIL & ITSM leadership & governance;
Minimum of 5 years of experience in ITSM documentation using ServiceNow Knowledge Management System (KMS);
Minimum of 5 years of experience in ITSM Incident & Problem Management process development;
Minimum of 5 years of experience in ServiceNow KPIs & Metrics development; and
Minimum of 5 years of experience in ServiceNow particularly with the Incident & Problem applications.

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