ITSM Process Lead

Job Titile : ITSM Process Lead

Location : Chicago IL

Job Description : Key responsibilities

• Problem lifecycle management : Oversee the entire problem lifecycle from identification and analysis to resolution and closure.
• Root cause analysis : Lead the process of identifying the underlying causes of incidents to prevent them from happening again.
• Proactive problem management : Identify trends in incidents to proactively address potential issues before they impact users.
• Stakeholder communication : Inform stakeholders about problem status resolution plans and potential risks.
• Reporting : Develop and deliver reports on problem management activities and metrics to management.
• Continuous improvement : Regularly review processes and performance to identify opportunities for improvement in the problem management function.
• Process Management : Implement and manage ITIL-based practices focusing on key processes like incident problem change and release management.
• Stakeholder Coordination : Work with IT and business stakeholders to enhance service delivery and manage relationships.
• Performance Monitoring : Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement.
• Incident leadership : Declare incidents assemble response teams and lead the bridge or conference calls to drive resolution.
• Coordination : Coordinate and provide direction to various IT support groups such as server network database and application teams.
• Communication : Provide clear concise and timely updates to senior management stakeholders and customers both during and after the incident.
• Issue Resolution : Address and resolve process-related issues and bottlenecks.

Key Skills

Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture

Employment Type : Full Time

Experience : years

Vacancy : 1