ITSM Process Lead
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Job Location:
Chicago, IL - USA
Monthly Salary:
Not Disclosed
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Titile: ITSM Process Lead
Location: Chicago IL
Job Description:
Key responsibilities
- Problem lifecycle management: Oversee the entire problem lifecycle from identification and analysis to resolution and closure.
- Root cause analysis: Lead the process of identifying the underlying causes of incidents to prevent them from happening again.
- Proactive problem management: Identify trends in incidents to proactively address potential issues before they impact users.
- Stakeholder communication: Inform stakeholders about problem status resolution plans and potential risks.
- Reporting: Develop and deliver reports on problem management activities and metrics to management.
- Continuous improvement: Regularly review processes and performance to identify opportunities for improvement in the problem management function.
- Process Management: Implement and manage ITIL-based practices focusing on key processes like incident problem change and release management.
- Stakeholder Coordination: Work with IT and business stakeholders to enhance service delivery and manage relationships.
- Performance Monitoring: Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement.
- Incident leadership: Declare incidents assemble response teams and lead the bridge or conference calls to drive resolution.
- Coordination: Coordinate and provide direction to various IT support groups such as server network database and application teams.
- Communication: Provide clear concise and timely updates to senior management stakeholders and customers both during and after the incident.
- Issue Resolution: Address and resolve process-related issues and bottlenecks.
Key Skills
- Administrative Skills
- Facilities Management
- Biotechnology
- Creative Production
- Design And Estimation
- Architecture
