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ITSM Architect
•9 days ago
Hours | Full-time, Part-time |
---|---|
Location | Minneota, Minnesota |
About this job
Job Description
Job Description
Job Title: ITSM Process Architect
Location: St. Paul, Minnesota
Onsite/Remote: Remote
Duration: Six (6) months with possible extension
Contract/Perm: Contract (full-time)
Roles/Responsibilities:
- Current Process Assessment:
- Conduct a thorough assessment of our existing ITSM processes.
- Identify areas for improvement, potential bottlenecks, and inefficiencies.
- Document current workflows, procedures, and policies related to IT service management practice.
- Requirements Gathering:
- Collaborate with key stakeholders to understand business requirements and service practice expectations.
- Identify and document specific needs and preferences for IT service delivery supporting practices.
- Ensure alignment of ITSM processes with organizational goals and industry best practices.
- Process Design and Documentation:
- Design streamlined and efficient ITSM processes based on industry best practices (ITIL, COBIT, etc.).
- Develop detailed process documentation, including workflows, roles, responsibilities, and key performance indicators (KPIs).
- Create user-friendly practice documentation for end-users and IT staff.
- Implementation Support:
- Provide guidance and support during the implementation of new ITSM processes.
- Collaborate with internal teams to ensure smooth transition and adoption of the updated processes.
- Conduct training sessions as needed for end-users and IT staff.
- Continuous Improvement:
- Establish mechanisms for continuous monitoring and improvement of ITSM processes.
- Implement feedback loops and key performance indicators to measure process effectiveness.
- Propose and implement adjustments to processes as needed for continuous optimization.
- Documentation and Reporting:
- Maintain accurate and up-to-date documentation of ITSM processes.
- Generate regular reports on the performance of ITSM processes for management review
Minimum Qualifications:
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field, or relevant certification in the role.
- 5+ years of experience as an ITSM Architect. This experience must include assessing, designing, developing and implementing and documenting ITSM processes and workflows.
- ITIL Foundation Certification
- Experience with major incident plan documentation, which would include defining major incident, creating a roles and responsibilities matrix, incident detection and reporting procedures, incident categorization.
- Experience in creating escalation procedures, incident response procedures, resolution and recovery plans.
- Experience in developing and conducting training programs to include testing and simulations.
- Skilled in continuous improvement plan development.
- Proven expertise in documenting and implementing ITSM processes.
- Strong communication and collaboration skills.
Desired Qualifications:
- Any other relevant ITIL Certifications are highly preferred (i.e ITIL Practitioner, Intermediate, Expert, Master, etc.)
- COBIT Certification is desirable
- TOGAF Certification is desirable.
- Relevant certifications for Business Process/Service Management is desirable.