ITSM Process Leader

ITSM Process LeaderLocation: Los Angeles CA or Nashville TN or NYC NY (Hybrid)Duration: 8-9 months contractJob Description:As the process owner for IT Service Management at client, you will be tasked with ensuring that IT services are defined and delivered effectively, efficiently and in alignment with business needs. In this role, you will leverage your ITIL framework expertise / experience along with your knowledge of Service Now to implement best practices and improve ITSM processes across the global organization.Responsibilities: Define / develop / enhance / document / implement / govern and champion ITIL processes inclusive of Incident Management, Change Management, Problem Management, Service Request Management – articulating roles and respective responsibilities.Collaborate with Technology teams to establish, enhance and maintain service catalogs defining offered services and respective performance metricsEstablish / Monitor / Track performance indicators / SLAs and take respective actions for non-conformanceEstablish and implement governance and oversight of ITSM processes to ensure currency and adherenceDrive more efficient / effective operational processes, procedures, controls, and technologies with measurable reduction of risk and continual IT service improvementEstablish and operate a Configuration Management Database (CMDB) that is tightly integrated into the ITSM processesConduct audits and maturity assessments to identify areas for improvement and adherence to defined standardsDesign for an improved user experience, from the initial contact for support via a portal or other mean, considering self-service capabilities, automation, user communication and engagement until resolutionPartner with relevant stakeholders / process owners to build out Knowledge Management capabilities, performance measures, dashboards.Generate and present data analytics, visualizations and actionable insights, collaborating with global teams and leaders to understand and drive areas of improvementAccountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategyQualifications: Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processesExperience designing and managing ITSM processes within Service Now including but not limited to, Request Management, Knowledge Management, Service Level Management, Incident Management, with a user centric approach including automations and Self ServiceStrong ITSM knowledge and ability to demonstrate and clearly articulate understanding of Process Management & GovernanceSignificant experience with systems analysis and design, business requirement definitions, data and process modeling, system workflow definition and implementationDemonstrated experience in leading process improvement and organization change initiativeITIL accreditation or equivalentBusiness Process Design & ModellingStrong organizational, stakeholder management, influencing and negotiation skillsUser engagement and requirements gatheringFeliza LaClareSr. Talent Acquisition ManageriSpace, Inc.Information Technology Services Company840 Apollo Street, Suite 100, El Segundo, CA 90245 Office: 310.563. 3815feliza.laclare@ispace.com| https://www.ispace.comwww.linkedin.com/in/feliza-laclare-a03821240/Ranked by Inc 5000 as one of America’s Fastest Growing Private Companies, 6 years in a rowiSpace Referral Policy When you refer a friend and we place them in any position, you’ll earn a referral fee. Your names are linked in our system, so whether we place your referral next week or five years from now, you’ll still get paid. There’s no expiration date. Help a friend — and get rewarded!