ITSM Admin

Poughkeepsie, NY - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Job role: ITSM Admin

Duration: 12 months

Location: Hybrid in Poughkeepsie NY

Key Responsibilities:

Manage Incident Major Incident Request and Problem processes to ensure timely resolution root cause analysis and accurate documentation.
Maintain accuracy and continues improvement of the CSDM model latest version not limited to but focused on the Services Offerings Applications and Business Application tables.
Lead major incident coordination facilitate bridge calls and provide stakeholder updates.
Conduct Major Incident Reviews and drive corrective actions.
Oversee Change Management: review requests for risk completeness and implementation/rollback plans.
Facilitate CAB meetings post agendas 24 hours prior and review changes for conflicts and compliance.
Ensure change hygiene record accuracy and adherence to ITIL standards.
Conduct Post-Implementation Reviews for failed high-risk and major incident-related changes.
Identify repetitive changes for conversion to standard changes and manage freeze periods (Storm Mode).
Monitor change completion post-window and track success rates.
Create catalog items record producers and associated workflows for common requests.
Evaluate review and enhance requests workflows.
Define and monitor SLA for ITSM processes.
Maintain and update documentation knowledge bases and policies.
Drive continuous improvement and automation opportunities across ITSM processes.
Act as the primary escalation point for ITSM processes and provide stakeholder training.
Build strong relationships with technical teams business units and vendors.
Support audit and compliance activities related to ITSM governance.

Required Expertise:

Strong understanding of ITIL framework.
Proven experience managing ITSM processes.
Proficiency with ServiceNow.
Excellent communication and facilitation skills.
Ability to work under pressure and manage multiple priorities.
Analytical mindset with focus on metrics and KPIs.

Preferred Qualifications:

ITIL v4 Certification.
SCRUM experience.
Experience with CAB governance and Post-Implementation Reviews.
Familiarity with automation opportunities within ITSM processes.

Job role: ITSM Admin Duration: 12 months Location: Hybrid in Poughkeepsie NY Key Responsibilities: Manage Incident Major Incident Request and Problem processes to ensure timely resolution root cause analysis and accurate documentation. Maintain accuracy and continues improvement of the CSDM model ...

Job role: ITSM Admin

Duration: 12 months

Location: Hybrid in Poughkeepsie NY

Key Responsibilities:

Manage Incident Major Incident Request and Problem processes to ensure timely resolution root cause analysis and accurate documentation.
Maintain accuracy and continues improvement of the CSDM model latest version not limited to but focused on the Services Offerings Applications and Business Application tables.
Lead major incident coordination facilitate bridge calls and provide stakeholder updates.
Conduct Major Incident Reviews and drive corrective actions.
Oversee Change Management: review requests for risk completeness and implementation/rollback plans.
Facilitate CAB meetings post agendas 24 hours prior and review changes for conflicts and compliance.
Ensure change hygiene record accuracy and adherence to ITIL standards.
Conduct Post-Implementation Reviews for failed high-risk and major incident-related changes.
Identify repetitive changes for conversion to standard changes and manage freeze periods (Storm Mode).
Monitor change completion post-window and track success rates.
Create catalog items record producers and associated workflows for common requests.
Evaluate review and enhance requests workflows.
Define and monitor SLA for ITSM processes.
Maintain and update documentation knowledge bases and policies.
Drive continuous improvement and automation opportunities across ITSM processes.
Act as the primary escalation point for ITSM processes and provide stakeholder training.
Build strong relationships with technical teams business units and vendors.
Support audit and compliance activities related to ITSM governance.