Engineer II - ITIL Process in Clearwater, FL at PODS

Date Posted: 9/14/2020

Job Snapshot

Job Description

JOB SUMMARY
The Senior ITIL Process Engineer will help lead PODS’ IT process improvement strategy towards ITIL best practices. Responsibilities include defining, documenting, monitoring and analyzing IT processes within the ITIL framework. This position requires frequent cross departmental communication and the ability to operate, communicate offer up improvements in a fast paced environment. In addition to defining PODS’ ITIL strategy, this individual will assume Incident Management responsibilities and perform root cause analysis on current production issues and work on improvements to help minimize outages.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
ITIL Responsibilities
  • Provide leadership for the implementation of ITIL/ITSM processes and help evangelized the IT department towards the ITIL framework
  • Establish ITSM standards for multiple ITIL processes, including identification of interdependencies between defined processes
  • Collaborate with IT, Process Owners and Stakeholders to gather and analyze needs, translating these needs into requirements
  • Create thorough and accurate documentation for all ITIL/ITSM processes
  • Ensure ITIL/ITSM processes are trained, understood, adhered to and continuously improved upon
  • Establish and support controls and procedures to review, assess, prioritize, & track compliance
  • Collect and provide key management reporting of KPIs & metrics to subsequently measure, review & analyze the effectiveness & efficiency of ITIL/ITSM processes
  • Communicate, liaise & conduct organizational change management with various departments to facilitate implementation of new or improved processes verbally and/or through written documentation
  • Maintain up-to-date knowledge of industry best practice standards. Support the enterprise by providing information on best practice implementations
  • Manage, drive and coordinate Service Support process improvement rollouts such as but not limited to Incident, Request, Problem, Knowledge, Configuration and Change management processes
  • Document User Guides, Process Flows, Training Material and improvement methodologies for collaboration and adoption across cross-functional groups for process rollouts and tool adoption
  • Working with Technology Operations teams help move from Service Desk driven operations to Self Service capabilities
  • Experience working with ServiceNow is preferred and in particular helping to design/implement new ServiceNow implementations
  • Use data analytics to provide actionable, timely and accurate reporting to improve service delivery, infrastructure management and overall process improvement
Incident Management Responsiblities
  • Initiate and lead Business Critical Incident Management calls, gathering required resources to remediate the issue as quickly as possible
  • Provide business impact updates to stakeholders and leadership as required (in verbal and written form)
  • Prepare customer facing communications for status updates and incident reports
  • Capture Incident details and update all necessary tools and documents, maintaining information stored in the problem management database
  • Participate in meetings and work with Release and Change Managers to drive technical teams to identify root cause
  • Coordinate with support leaders and technical experts to ensure swift resolution of Business Critical Incidents
  • Ensure that Incident Management KPIs are recorded and their targets met
  • Ensure that the detection, initial diagnosis and prioritization of all incidents is effectively and consistently applied
  • In cooperation with Release and or Change Managers, conduct post incident analysis and ensure accurate root cause of incidents is captured and appropriate preventive actions are identified and tracked
  • Work closely with Release and Change Management leaders on major incidents to correlate them to requested remediation changes

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements
 
  • Bachelor's degree in Computer Science or related field
  • 5+ years of experience in information systems operations environment in systems analysis or development
  • Experience managing an ITIL process in a multi-vendor ecosystem (ITIL certifications a plus)
  • Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc)
  • A strong understanding of IT Service Management delivery
  • Experience developing and implementing data dashboards, data automation, and reporting systems to convert data into actionable information
  • Strong problem solving, quantitative and analytical abilities
  • Focus on continual improvement and service quality
  • Experience with the ServiceNow toolset
  • Excellent communication skills effectively translating process improvement concepts to a business audience
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
  • Proven track record working collaboratively to improve the customer experience
  • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
  • Ability to navigate complexity and create collaborative, cross-functional solutions
  • Able to translate complex issues in an understandable, organized way
  • Positive team player attitude with excellent verbal and written communication skills
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