Service Governance Specialist

Full-time

Job Responsibilities & Skills :

 Define and explain the ITIL Service Lifecycle Modules: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement to technical staff in ICT and non-technical staff in PHCC Gathering & managing ITSM business requirements; documenting "as is" processes, developing "to be" processes, determining ITSM process maturity, process gaps, & areas of inefficiency; enhancing & developing new ITSM processes consistent w/ITIL best practices. Manage change control requests across the enterprise and ensure each change is completed without major impact to the applications or operations environments. Develops service management strategies, identifying staff, tools and specialized support requirements as necessary to ensure that operational and support processes are working as expected. Manages and maintains the ITSM (ITIL) program. Develop detailed artifacts such as: process diagrams, process guides, policy documents, standard operating procedures, RACI matrices etc. Develop key performance indicators (KPIs) and metrics to measure process effectiveness and facilitate process improvement. Engages with cross-functional teams to prioritize and integrate process development and maturation, ensuring that the right talent is engaged and utilized at the appropriate level in order to achieve successful service delivery outcomes. Leads and facilitates implementation of new IT service management framework components/processes. The service delivery model covers the aspects of IT services to be delivered in a service level agreement framework, adhering to key performance indicators and flexible delivery capacity requirements Performs other job-related duties as assigned or apparent.

Required Technical Qualifications:

 A Bachelor degree in IT or equivalent.

 ITIL v3 Foundation and Intermediate Certification is required, ITIL Expert is a plus. Ability to work with a team to implement IT service improvement processes Experience with ManageEngine Service Desk Plus and Microsoft System Center Service Manager is a plus. Working Experience with implementing, configuring service management software Incident Management, Problem Management, Change Management, Configuration Management, Release Management, and Service Desk processes and functions. Overall IT experience – 9+ years ITSM experience – 6+ years.

Complementary:

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