ITSM process Lead

Position : ITSM process Lead

Location : Chicago IL

• Day 1 Onsite

JD

Key responsibilities

Problem lifecycle management : Oversee the entire problem lifecycle from identification and analysis to resolution and closure.

Root cause analysis : Lead the process of identifying the underlying causes of incidents to prevent them from happening again.

Proactive problem management : Identify trends in incidents to proactively address potential issues before they impact users.

Stakeholder communication : Inform stakeholders about problem status resolution plans and potential risks.

Reporting : Develop and deliver reports on problem management activities and metrics to management.

Continuous improvement : Regularly review processes and performance to identify opportunities for improvement in the problem management function.

Process Management : Implement and manage ITIL-based practices focusing on key processes like incident problem change and release management.

Stakeholder Coordination : Work with IT and business stakeholders to enhance service delivery and manage relationships.

Performance Monitoring : Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement.

Incident leadership : Declare incidents assemble response teams and lead the bridge or conference calls to drive resolution.

Coordination : Coordinate and provide direction to various IT support groups such as server network database and application teams.

Communication : Provide clear concise and timely updates to senior management stakeholders and customers both during and after the incident.

Issue Resolution : Address and resolve process-related issues and bottlenecks.

Key Skills

Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture

Employment Type : Full Time

Experience : years

Vacancy : 1