Service Availability Process Owner

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of Do you want a workplace that will challenge you and offer you opportunities to learn and grow A position at Xcel Energy could be just what youre looking for.

Position Summary

The TSS Service Availability Process Owner is accountable for the design governance and continual improvement of IT Service Management processes specifically Change Management Incident Management and Problem Management. This role ensures processes are consistently applied across the organization aligned with ITIL best practices and optimized to minimize service disruptions manage risk and improve operational resilience. Additionally they ensure IT solutions meet business needs support strategy and operate smoothly. They provide technical guidance to align solutions with architecture and strategy and act as a key contact for business customer and stakeholder groups.

Essential Responsibilities

• Relationship Management: Collaborate with business areas customers and stakeholders to identify needs and opportunities. Advocate for partners during strategic planning and investment decisions. Build strong internal partnerships and coach team members.
• Solution Delivery: Define and maintain end-to-end processes for Change Incident and Problem Management. Contribute to Demand Management and ensure solutions offer excellent user experience and performance. Document and update process workflows policies and standards.
• Operations Management: Own Incident Change and Problem Management processes. Drive root cause analysis and long-term corrective actions. Implement proactive measures to reduce incident recurrence and improve service reliability. Analyze trends and metrics to identify improvement opportunities. Monitor and report on process effectiveness. Deliver process training and guidance to ensure compliance.
• Subject Matter Expertise: Monitor industry and technology trends to enhance delivery practices and improve customer satisfaction.

Minimum Requirements

• Bachelors degree in Technology Science Business or related field or 4 years of experience equivalent to the position.
• Seven years of related functional experience.
• ITIL Foundation certification or 4 years of ITIL experience.
• Skilled in recommending innovative solutions and driving continuous improvement using lean and agile methodologies.
• Strong understanding of end-to-end processes system capabilities industry standards and emerging technologies.
• Expert in building subject matter knowledge mastering processes and tools and standardizing operations.
• Able to work within a heavily matrixed organization to drive processes negotiate outcomes and communicate with diverse stakeholders and business groups.
• Experienced in managing Incident Problem and Change processes within complex environments.
• Exceptional communication and stakeholder management abilities.
• Familiar with IT Service Management platforms such as ServiceNow.

As a leading combination electricity and natural gas energy company Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy we strive to be the preferred and trusted provider of the energy our customers need. If youre ready to be a part of something big we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

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