Posted: Wed Jun 25, 2008 5:15 am Post subject: ITIL Process Engineer, Sacramento Ca (Fulltime)
Position: ITIL Process Engineer
Leads the engineering, implementation and continuous improvement of ITIL based Service Management Processes. Responsible for applying ITIL best practices to effectively develop, implement and maintain operational processes and procedures in an effort to mature RagingWire’s IT Service Delivery.
Areas of Responsibility:
•Engineers and documents all aspects of the processes to include: inputs and outputs; metrics and key performance indicators; common procedures and tasks; roles and responsibilities; and process goals, authorities and policies.
•Works as a key member of the Service Management team to analyze process performance and implement process improvements that are “fit for purpose” based on the size and scope of RagingWire’s business.
•Responsible for the capture and management of process requirements from operational teams and product management
•Responsible for the capture and management of configuration management requirements related to process operations
•Works with other process engineers and operational managers to address operational requirements by designing appropriate work flow solutions.
•Works with IT staff to ensure process requirements are understood, trained and followed.
•Mentors others in process engineering and improvement disciplines and procedures.
Summary of Qualifications:
•Bachelor Degree Computer Science and 10 + years relevant IT experience.
•Minimum 5 years ITIL Service Management experience
•Experience in the design and implementation of service support processes and procedures in a major IT, internet or Telco business.
•Experience in the design of IT Service Support processes operated on the BMC Remedy ITSM suite and Atrium CMDB
•Strong working knowledge of IT Incident, Problem, Change & Configuration Management procedures and related operational support tools
•ITIL Foundations Certification and ITIL Practitioner Certification and or ITIL Service Manager Certification, or strong directly related work experience.
•Demonstrated success leading process improvement activities
•Excellent verbal and written communications skills
•Must be detail oriented, organized, flexible and able to handle multiple priorities simultaneously.
•Team player who enjoys leading a team of highly experienced technical staff with a willingness to share knowledge with others.
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