Lead ITSM Engineer

Description:
Purpose:
Lead process support and serves as a technical resource in complex process development, troubleshooting, process optimization, and scaling up initiatives. 
Lead the creation of baseline process maps, identifies inefficiencies, and re-designs and re-imagines the process to deliver superior customer experiences.

Key responsibilities:
Responsibilities
Reports and escalates to the ITSM Manager
Manage and evolve Client’s ITIL Change Management process and governance.
Drives the Change Management practice from a strategic and tactical perspective to understand requirements.
Analyzes current assessments, operational efforts and provides recommendations for improvements to all operational processes.
Designs and develops Change Management best practices for the organization, including managing Change Advisory Board meetings.
Develops collaborative project plans for best implementation and adoption of a Service-oriented approach for Change Management.
Drives steady state and continuous improvement in the ITSM operations support of the organization.
Participates in other related valued discussion to understand requirements and ITSM operations management.
Proactively identifies Change Management solutions and engages other department stakeholders to ensure they are comprehensive.
Documents process, procedures, and work instructions
Contributes to Change Management needs for the organization.

Certifications required
ITIL Foundation+

Essential functions:
40% Acts as process owner and demonstrates tangible benefits and value of the process.
25% Leads collaboration with cross-functional teams to identify, analyze gaps, and document processes.
20% Lead the adoption, success, and maintenance of processes.
10% Evaluate metrics, identify and implement improvement strategies.
5% Performs validation activities on existing and new processes.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education level: Bachelor's Degree

Education details: Computer Science, Information Technology, or related fields

Experience: 8 years of relevant process engineering experience or demonstrated ability to perform the functions at the level required

In lieu of education
In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Preferred qualifications
Advanced degree

Knowledge, skills and abilities (ksas)
Ability to motivate others and foster a culture of continuous improvement and agile execution., Advanced
Ability to exercise independent judgment in methods, techniques, and evaluation criteria., Advanced
Knowledge of process improvement techniques., Advanced
Knowledge of process mapping and documentation techniques., Advanced
Ability to work with data and analytics., Advanced

The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs. 
Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. 
Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. 
Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Additional skills: 
Top 5 mandatory skills:
Process expertise - Expert level knowledge of ITIL Change Management process, KPIs, and best practice.
Thought leadership - Ability to identify and raise the gaps/areas for improvement within Change Management and where that process connects to others (e.g. Incident and Problem Management).
Successful execution - Ability to independently pursue and execute process improvements and governance.
Communicative - Ability to effectively and regularly communicate progress, governance, and escalations items to management.
Analysis - Ability to analyze Change Management data and translate it into meaningful explanations for leadership.