ITSM Manager - Change Management & IT Controls | Multinational Fortune 500 Retail Supermarket Chain | 7-10 years (BB-DF2B9)
Found in: Neuvoo Premium IN
•Accountable for all IT Change Management operations including process education, process enforcement, and process governance. Serves as deputy to the Change Process Owner to guarantee operational excellence and minimize impacts of changes in IT application and infrastructure environment
•Partners with Change Coordinators to review all changes and ensure that risk and impact assessment are done according to our defined procedures. Makes decisions regarding risks and changes that could have financial impact. Acts as mediator and facilitator for proposed changes that may create conflicts between IT applications and/or infrastructure.
•Ensure efficient and effective integration between the Change Management process and other related ITSM process areas (e.g. Configuration Management, Incident Management).
•Coordinates and Facilitates Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for change contentions to Change Advisory Board members in advance of meetings to allow prior consideration. Serves as liaison and advocate for Change Coordinators in the CAB forum.
•Sets ITSM KPI and Produces trending analysis reports, scorecards, dashboards.
•Document and maintain ITSM standard operating procedures / user instruction / and workflows to ensure knowledge sharing.
•Create and lead training classes on ITSM processes and ServiceNow functionality.
•Key Contributor and offers daily operational support for IT Change Management. Offers back-up leadership for, Major Incident Management, Knowledge Management, and On-call Management. Partners with other key ITSM contributors to govern, measure and mature our ITSM framework.
•Works directly with auditors to understand IT Control requirements.
•Collaborate with technology teams to ensure that processes are documented & audit solutions are implemented, enforced, documented and maintained.
Essential / Technologies:
•Good documentation skills, with proficiency in Microsoft's Word and Excel
•ITIL v3 or ITIL v4 Foundation certification
Good to Have Skills / Technologies:
•5+ years relevant experience in ITSM role with responsibility for process design, implementation, execution, and continual process improvement
•Experience working with auditors on technology access control reviews
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