ITSM Program Incident & Problem Management Process Owner

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.

• 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.

• 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.

• 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.