Vacancy caducado!
Job Description
Service Management Improvement Specialist Orlando, FL Long term project Position Description The Service Management Specialist is a member of the Business Process Optimization (BPO) Team. The purpose of the BPO team is to support OUC in optimizing business processes through embracing and applying best-practices commission wide. The team applies best-practices within Organizational Change Management (People), Continuous Improvement (Process), and Service Management (Technology). The Service Management Specialist will focus on resources and capabilities necessary for delivering technology services that support current business services or enable OUCs Strategic Initiatives. Will act as a subject matter expert (SME) on leveraging ITIL Practices to improve service delivery capabilities. Will lead, facilitate, and/or coordinate improvement efforts, using an integrated approach with other complimenting best practice frameworks or methodologies. Will collaborate with other members of the Business Process Management & Optimization Team to recommend Service Management improvement activities. Skills Required Working knowledge of all, but not limited to the following: - ITIL Framework - Capability Maturity Model Integration (CMMI) Ability to perform the following functions: - Develop and maintain relationships through process improvements enabling business objectives - Educate and mentor organizational stakeholders on formal Service Management approach and benefits - Coordinate activities to improve service management delivery and capabilities - Partner with technology employees to identify and document and maintain an up-to-date catalog of technology services - Implement measurement tools to track results from service management improvement activities Skills Preferred Demonstrable interviewing skills for talking with individuals/groups about their needs; asking effective questions to elicit essential information; Strong organizational skills, while being adaptable to competing demands. Strong analytical, problem solving, judgement, and planning skills Strong general business and financial acumen Ability to: - Effectively partner with OUC personnel to establish goals, objectives, and action plans related to improvements in Service Management - Prepare and deliver effective presentations to leadership - Analyze and translate high-level concepts into more detailed plans, identify relationships between concepts that appear unrelated - Handle confidential information with discretion - Use Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, etc.), Microsoft Visio and Microsoft Project Experience Required ITIL 4 Foundation certification. Preferred: Advanced ITIL 4 certification - ITIL Specialist (CDS, DSC, HVIT, DPI) or Managing Professional Five (5) years of experience in leading/improving Service Management capabilities: Incident, Problem, Change, Configuration, Deployment, Release, etc Experience Preferred Familiarity with all, but not limited to the following: - Integrated knowledge across various IT domains, including support, operations, infrastructure, development, database, and security. - Control Objectives for Information & Related Technologies (COBIT) - Project Management principles and practices. - Organizational Change Management and Change Enablement methodologies - Metrics and measurement methodologies and tools. Education Required Bachelor's Degree in IT or equivalent experience and certifications. Education PreferredAdditional InformationVacancy caducado!