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For Permanent and Contract in Maryland

    ITIL Process Manager

    USA, Maryland, Baltimore

    • Up to 115000 GBP
    • Project Manager Role
    • Skills: ITIL v3, CMDB, ServiceNow
    • Seniority: Mid-level

    Job description

    Job Description

    Role & Responsibilities

    Assess the current state of the CMDB, work with Infrastructure teams, Applications teams, Service Management Office, and other teams to ensure that records, fields, and data are consistent and correct, making any adjustments as needed


    * Assess the existing CMDB process documentation and modify as needed. Develop and maintain any new documentation
    * Facilitate CMDB audits, review and approve all changes to the CMDB, creating and chairing the CMDB board, develop reports/dashboards and present metrics to management
    * Advocate/mentor/socialize the importance surrounding the usage of the CMDB and report on noncompliance
    * Develop and maintain transition to operations policies and procedures to ensure they are fit for purpose

    * Oversee scheduling, planning, prioritization, risk management and dependencies to ensure the effective transition to operations across the enterprise
    * Ensure Project teams and stakeholders follow the agreed service transition processes and procedures,
    * Promotes best in class, ITIL based service transition practices
    * Establish and tracks process metrics and monitors process maturity based on identified KPIs and reports

    * Facilitate meetings with Project Managers, Business Partners, and business leaders / owners to ensure transition processes are followed

    * Ensures Change Delivery and Service Providers are sufficiently engaged in transition of services into the production

    * Ensure that a comprehensive support structure exist in the project close-out structure
    * Provide support for other processes that are closely integrated with transition management.
    * Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria
    * Participate in end to end stakeholder groups to improve the efficiency of future deliveries and processes
    * Ensure quality control processes and testing was completed before release into production
    * Promote continuous improvement of the service transition process

    Skills & Qualifications


    * Minimum of B.S. in an information-systems type curriculum required
    * ITIL Foundations Certification (v3 or v4) required; ITIL Intermediate preferred
    * 3-5 years of relevant experience
    * Experience with Configuration Management required
    * Experience with Knowledge Management preferred
    * Experience with (Service) Transition Management preferred
    * Exposure to general IT Service Management (ITSM) operation as it relates to ITIL
    * Exposure to Change Enablement
    * Exposure to Problem Management
    * Significant experience with ServiceNOW

    * Experience maturing and managing a Configuration Management Data Base (CMDB)
    * Familiarity with Knowledge Management and Transition Management and ITIL pillars
    * Ability to prepare reports, dashboards, and speak to the metrics displayed; develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes

    * Microsoft Office Applications:

    * Ability to write accurate technical documentation, policies, procedures in Word.
    * Ability to prepare workflows, roadmaps, infographics, etc., in Visio
    * Ability to lead meetings in Teams
    * Ability to create and present slide decks in PowerPoint

    * Ability to present themselves professionally and communicate with users at all levels of expertise

    * Customer facing
    * Public speaking
    * Problem-solving
    * Lead conference calls
    * Strong written communication skills, especially that which involves technical documentation

    * Strong ability to set and achieve deliverables, as well as hold others accountable
    * Ability to be self-directed, work independently, and as part of a team
    * Ability to take on multiple projects
    * Ability to maintain the "enterprise view"; what's best for the company in the spirit of continual improvement.
    * Ability to drive process definition, re-engineering, improvement, and gap analysis of current/to be processes

    * Willing to engage and participate in the quality control process
    * Ability to understand, communicate and manage risks effectively
    * Demonstrated skills in gathering and documenting requirements
    * Strong Project Management skills
    * Experience in managing customer relationships, understanding business imperatives, shaping service and solutions propositions, and negotiating win-win outcomes
    * Ability to quickly build relationships and establish credibility across the shared service function and with business leaders
    * The ability to work in a fast-paced environment with constant change and adaptability is required