Job ID Number

R4383

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As the ITSM Process Owner you will provide leadership and develop and manage projects which promote IT Service Management principles and guide Infrastructure and Operations maturity using Service Management methods.

Job Description

We are looking for an ITSM Process Owner to to provide leadership and develop and manage projects which promote IT Service Management principles and guide Infrastructure and Operations maturity using Service Management methods. This will be a full-time 7 month contract and remote (work must be performed in TX).

What You'll Do

• Provide leadership in the development and management of IT Service Management (ITSM) projects

• Promote IT Service Management principles across the organization.

• Guide the maturity of Infrastructure and Operations using Service Management methods

• Collaborate with various teams, including business analysts, technical experts, and process owners, to address and resolve service level issues

• Translate technical concepts into business language to facilitate understanding and decision-making

• Ensure adherence to Project Management best practices

• Utilize ITSM service tools such as ServiceNow and Remedy to support and enhance service management processes

What You'll Need

Required:

• 8 years of experience with ITSM and ITIL governance processes

• Ability to think and act both strategically and tactically and know when to apply each type of action

• Very strong communication skills: oral, written, presentation and facilitation

• Technical understanding with ability to translate into business concepts

• IT Service Management knowledge beyond theory. He/she has held roles which implement IT best practices

• Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels

• The ability to bring together and work with a team of people with varied backgrounds – business analysts, technical experts, process owners - to articulate and remedy service level issues

• A good understanding of IT Outsourcing and Managed Services

• Statistical, numerical and analytical principles and processes

• Innovative thinking with service quality, and its improvement, within limits of costs and business direction

• Adhere to Project Management best practices

• Experience with ITSM service tools, ServiceNow, and Remedy

Preferred:

• Proficient in the use of Remedy On Demand

• IT Service Management certification ITIL V3 or V4

• PMP Certification

• Business Process Engineering

• Technical Writing/Formal documentation skills

• Experience with ServiceNow in use with supporting external business partners. Experience with Cloud service provider AWS

• Training experience

• Experience with ServiceNow security operations

• Experience with DevOps tools (Jira, Gitlab, etc.)

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.