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ITIL Services Contractor

Warrendale, PA 15086

Posted: 01/25/2024 Job Number: 21164000

Job Description

Title: ITIL Services Contractor
Location: WRN - Hybrid - 2 days off site
Duration: 12 months

  • Bachelor's degree in business, Computer Science, Information Systems, or equivalent experience in lieu of degree required
  • Strong knowledge of IT Service Management processes;experience with administration or support of IT Service Management tool required
  • Cherwell experience preferred or any other IT Service Management tool
  • Knowledgeable in the areas of designated responsibility;ITIL certification preferred
  • Minimum of 4 years'experience designing, implementing, and supporting business processes required;experience in IT Service Management required
  • Minimum of 4 year's experience with Microsoft products required
  • Knowledgeable of project management and SDLC principles.
  Major Duties:
  • Provide ITIL subject matter expertise for the firm
  • Lead efforts with key stakeholders and subject matter experts to analyze, design, and implement updates to existing processes or creation of new processes
  • Lead division-wide initiatives by identifying deliverables, creating plan/schedule, and guiding resources assigned.
  • Lead Implementation of new features and functionality in the service management application
  • Manage the team's work queues to ensure team workload is addressed and completed.
  • Participate in projects and work requests fulfilling work activities and acting as a liaison for the ITIL Services team.
  • Develop dashboards and metrics to measure delivery of services and process maturity
  • Create, maintain, and publish documentation including user documentation, processes, and procedures, and ITIL Services SharePoint site pages.
  • Participate in internal user group meetings with business-facing and IT-facing customers
  • Provide leadership, mentoring, knowledge transfer and guidance to team.
  • Adhere to and recommend improvements to the team's processes and procedures.
  • Assist in developing strategies for Service Management function.
  • Perform other duties, as assigned
  • Strong multi-tasking skills
  • Strong decision-making skills
  • Good analytical and technical skills
  • Excellent verbal, written and interpersonal communication skills
  • Demonstrate flexibility in being able to work independently when required, and also as part of a team
  • Demonstrate a cooperative attitude and effective interpersonal and communication skills with clients and co-worker
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