Process Lead, Service Delivery Performance - Full-time

Client Reference Code: 187434
Location: Andover, MA
Area: Navisite Operations
Reporting to: Process Operations Manager, Transformation Team

Who We Are:

NaviSite, Inc., a Charter Communications Company, is a leading worldwide provider of enterprise-class, cloud services, managed applications and managed hosting solutions. NaviSite provides a full suite of reliable and scalable solutions for organizations looking to outsource IT infrastructure and lower their total cost of ownership. Enterprise customers depend on NaviSite for tailored solutions, delivered through a global footprint of state-of-the-art data centers. For more information, please visit .
Overview:
Do you want to be a part of driving change in a cloud computing company that is undergoing an exciting transformation? Do you “take pride” in the things that you do and are a part of?
Navisite is seeking a Business Process Analyst to help drive organization-wide implementation of ITIL and an overall initiative to increase process maturity in the pursuit of operational excellence.
The candidate for this role will be reporting into the Process Operations Manager, as part of Navisite’s Transformation Team, and will be part of the effort to maximize the value that Navisite presents to our clients. The candidate will assist with all phases of process management (including development, training, deployment, control & management, and reporting/auditing of policies, processes, and procedures), but will also act to improve adoption and performance through initiatives that target company culture as a source of motivation.
The ideal candidate must be able to work collaboratively in a team environment, and demonstrate experience and expertise in:

• Using Service Level Management (SLAs, OLAs, etc.) and/or other processes and metrics to help an organization manage expectations and drive consistent outcomes.
• Driving standardization, accountability, and responsibility at all levels of an organization.
• An ability to promote rapid positive change using best practices and operational/performance data, while remaining aligned with company vision and critical success factors.
• Enabling and contributing toward Continuous Service Improvement.

Key Responsibilities:

• Gap identification and analysis.
• Develop and implement processes and procedures that ensure the delivery of consistent and measurable outcomes and meet internal and contractual commitments for Navisite’s North American, European, and Asian divisions.
• Contribute toward developing a high-functioning culture of accountability and success-oriented behavior; champion proactive, persistent, and detail-oriented effort.
• Determine means to measure effectiveness of new processes and procedures through metrics and Key Performance Indicators, and ensure alignment with the organization’s Critical Success Factors.
• Work with stakeholders to ensure proper support and adoption of operational policies, processes, and procedures.
• Assisting with the training of Navisite practitioner teams on subject matter developed by the candidate.
• Audit processes (as required)

Required Skills and Experience:

• Bachelor’s Degree in Business, Computer Science, Information Technology, and/or a related field
• Required: ITIL v3 Foundations or Practitioner qualification
• Strongly Preferred: Service Level Management, Service Catalog Management, Transition Planning & Support qualifications
• Preferred: Service Asset & Configuration Management and Change Management experience
• Minimum of 3 years of experience in IT Operations or a closely related field and sector
• Excellent analytical skills, verbal skills, and written communication skills; the ability to present facts and data to achieve the desired outcome
• Excellent interpersonal skills and ability to collaborate
• The ability to operate in a fast-paced environment and drive changes through diligence and persistence

Navi
Job Code : TWCIT0028 Business Analyst - Int Exempt

187434BR