RPOHIRE
Mckinney, TX
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Job Description :
IT Infrastructure Group

Duties and Responsibilities
Accountable for Overall Process design. Oversees the development of (ITSM) processes and controls to ensure quality is maintained to meet business objectives
Create and review ITSM Policies based on new requirements. Ensures compliance with any and all related Policies
Ensuring processes are documented in a common manner across the enterprise
Create Work Instructions for Process Workflows
Identification of Critical Success Factors and Key Performance Indicators
Reviews service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
Work with Senior Management on “High level Process Reviews, Gaps and Risks”. Update the existing process and implement the changes to address the gap
Ensures appropriate Operation Level Agreement (OLA) and Service Level Agreement (SLA) is in place to support any new services
Provides regular reports on service performance and achievement
Ensure the process is executed appropriately at each described step
Provide new user orientation on process. Ongoing user information and assistance
IBM Cognos Analytics 11.0 for reporting

Qualifications
Graduate degree preferred
Minimum of 8+ years related experience
Strong negotiation skills
Excellent written and oral communication skills, including presentation skills
Strong working knowledge of ITIL process framework. ITIL Foundation Certification. Ability to continue ITIL training certification
Signavio Process Manager (web-based business process modeling tool) a plus


Client : RPO HIRE
             

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