Process Excellence ITSM Consultant

W2 only

Process Excellence ITSM Consultant

NYC Midtownhybrid in office and remote

In this role you will be responsible for supporting IT businessasusual (BAU) and project support activities. Primary areas of focus include supporting IT Change management and Incident and Problem Management including hosting ITILbased Change Management Change Advisory Board (CAB) meetings for IT analyzing/reporting production system issues and analyzing/reporting key risk indicators (KRA and KRI).

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Host and track production system Change Advisory Board (CAB) meetings
• Host the Weekly Major Incident Review Meeting.
• Review and track production Major Incidents/System Troubles ensuring that they are recorded with full information including impact root cause and resolution in a timely manner
• Perform Major Incident analyses and prepare summary and trending reports: Weekly Monthly Quarterly Yearly as well as customerfacing system issue reports as needed.
• Support Key Performance Indicator (KPI) and Key Risk Indicator (KRI) process for Change management and Incident and Problem Management.

MINIMUM JOB REQUIREMENTS OR EXPERIENCE:

• Excellent attention to detail.
• Excellent written and verbal communication skills and ability to effectively communicate with different stakeholder audiences.
• Effective presentation skills
• Ability to prioritize and effectively follow through and manage multiple tasks.
• Able to work independently and in a team environment.
• Excellent Microsoft Office tools skills particularly Excel.
• Excellent IT knowledge in financial industry and IT Governance.
• Knowledge in ITIL and best practices preferred.
• Experience with ServiceNow.