ITSM Lead

No 3rd Party or C2C Resumes will be accepted for this role*** In the evolving landscape of Aerospace and Defense manufacturing, the role of an ITSM Analyst stands out as a cornerstone in our Infrastructure and Technology Shared Services organization. This role demands a forward-thinking individual with a knack for driving the adoption and enhancement of IT Service Management (ITSM) processes across all various business units. The ideal candidate is a detail-oriented, data-driven problem solver with a consultative approach to continuous improvement. Working under the guidance of the Director of ITSM and Service Desk, you will be instrumental in formalizing and refining processes related to incident, problem, change, and asset management, ensuring the seamless operation of our digital, IT, and OT functions

As an ITSM Analyst, you will be at the forefront of our digital transformation journey. Your efforts will directly contribute to creating a world-class user experience, enhancing operational efficiency, and supporting our overarching business strategies. This position offers the unique opportunity to work alongside top-tier professionals in a dynamic, technology-driven environment, where your contributions will not only be valued but will also have a tangible impact on our success in the digital era.
 

No 3rd Party or C2C Resumes will be accepted for this role*** Key Performance Objectives: ITSM Process Optimization: Spearhead the adoption and optimization of ITSM processes across business units, focusing on incident, problem, change, and asset management. Utilize ServiceNow to streamline work activity, aiming for a significant improvement in process efficiency and user satisfaction. Policy and Procedure Development: Collaborate with the Director to develop and implement comprehensive policies and procedures that standardize ITSM practices across the corporation. Your goal is to establish a robust framework that ensures consistency, reliability, and adherence to best practices in IT service management. Data-Driven Service Improvement : Deliver regular presentations and reports that utilize data analysis (e.g., PowerBI) to highlight service status, trends, and areas for improvement. Promote the value of ITSM core processes through effective communication and advocacy. Change Management Leadership : Lead change approval board activities, demonstrating exceptional project management skills. Guide the helpdesk team and other stakeholders through the change process, minimizing resistance and ensuring a smooth transition to new practices. Stakeholder Engagement and Collaboration : Forge and maintain strong relationships with internal and external stakeholders, ensuring alignment with digital transformation and business strategies. Stay abreast of IT sector developments and integrate industry best practices into our ITSM framework

Skills

Effective oral, written, and interpersonal skills with the ability to work collaboratively with cross-functional teams and stakeholders as well as engage both technical and non-technical groups

Proficient in ITSM software (ServiceNow, other)

Skilled in data analysis and reporting tools (PowerBI, etc)

Possess the savvy to work across organizational lines within the company and influence key internal executives and business line directors

Basic understanding of standard IT responsibilities (network configuration, wireless connections, desktop/laptop management, operating system management, IT security, firewall, VPN, remote access, A/V technology, etc.)

Basic Qualifications

Bachelor’s or associate degree in information technology or related discipline from an accredited college, program, or university

At least 3 years of ITSM leadership experience with demonstrated responsibility

At minimum 2 years working in the capacity of Service Now administrator or technical consultant

In lieu of a bachelor’s degree, at least 5 years of ITSM leadership experience

Preferred Qualifications

Preferred Qualifications (In addition to Basic Qualifications) 

Experience gathering customer needs and turning them into requirements
Experience in the manufacturing, utility, or telecommunications industries

Experience in a regulated industry, critical infrastructure sector or DOD contractor

Relevant professional certification or accreditations (ITSM, ITIL, CMMC)

No 3rd Party or C2C Resumes will be accepted for this role*** Jason Biser Application Delivery Lead Apex Systems [email protected]