ITSM Governance & Process Owner

ITSM Governance & Process OwnerMemphis TN (Hybrid/Remote)Pay Rate:$101100 $134800Multiple factors including Individual experience skills and abilities will determine where an employee is placed in the pay Salaried Full-Time Location: Memphis (Hybrid) or Remote (For remote positions Global Cellulose Fibers will consider residents of the following states: Alabama Arizona Georgia Massachusetts Mississippi North Carolina Ohio Oklahoma South Carolina Tennessee Texas Vermont Virginia and Washington.)About The Role: The ITSM Governance & Process Owner will define maintain and govern the IT Service Management (ITSM) framework across all ITIL-aligned processes including standards for IT Operations Management (ITOM). This role ensures compliance process maturity and integration while driving continuous service improvement (CSI). The role will act as the primary liaison between ITSM practices and business Responsibilities:Establish and maintain ITSM framework policies and process design and governance for Incident Problem Change CMDB ITAM Service Desk and SLAs OLAs KPIs and ensure reporting process integration (e.g. CMDB Change/Incident workflows).Set governance for ITOM practices (event correlation alerting thresholds integration with Incident workflows).Collaborate with IT Operations Lead to implement automation and AIOps audits and compliance checks with Managed Service Providers (MSPs).Lead Continuous Service Improvement initiatives and maintain CSI risk management and ensure ITSM practices meet regulatory You: Knowledge Skills and Abilities8 years of experience in IT Service Management with strong knowledge of ITIL v4 practices and frameworks.5 years of hands-on experience with ITSM platforms (e.g. ServiceNow BMC Remedy TOPDesk).5 years of experience in CMDB design data modeling and relationship management.3 years of experience with ITOM concepts (event correlation monitoring standards AIOps integration).Proven track record in defining SLAs OLAs and KPI reporting for ITSM conducting compliance audits and process maturity degree in Computer Science Information Systems or related field required; Masters degree or certifications (e.g. IT Service Management ITIL v4 ISO/IEC 20000 COBIT) strongly communication leadership and stakeholder engagement Competencies:Strategic AgilityFunctional/ Technical SkillsTroubleshooting/Problem SolvingCreativity/Innovative ThinkerDealing with AmbiguityCustomer FocusProcess ManagementOrganization and PlanningCommunication Skills (oral and written)Action-Oriented/Self-MotivatedTeam PlayerAbout Global Cellulose Fibers (GCF):Our GCF business helps customers transform renewable cellulose fibers into essential everyday products. Our safe high-quality pulp forms the basis for a wide range of applications like towel and tissue products diapers feminine care incontinence and other personal care products that promote health and addition our specialty pulp serves as a sustainable raw material used in construction materials paints coatings and more. GCF generated $2.8B in revenue in 2024 and has 3300 employees globally with nine manufacturing facilities and eight regional offices. Additional information can be found by visiting GCF:Global Cellulose Fibers promotes employee well-being by providing safe caring and inclusive workplaces. We have team members all around the world with diverse backgrounds experiences and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected valued engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness creativity talents experiences and safety mindset to be a part of our increasingly inclusive and diverse Got You Covered:At Global Cellulose Fibers our employees are our most important asset and thats reflected in our benefits package that includes health welfare and retirement plans. We are proud to offer a variety of benefits to support our employees and their families including:Medical Dental Life insuranceFlexible Spending AccountsShort-term and Long-term Disability401(k) and Company-funded retirement contributionsPaid Time OffAddress: Memphis Corporate Office 6400 Poplar Ave. Memphis TN 38197Global Cellulose Fibers is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected veteran status age or any other characteristic protected by law. Global Cellulose Fibers complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact or .