Responsibilities

• Provides analysis of current workflow process and recommends process improvements.
• Performs ticket and process reviews to evaluate and improve overall service delivery quality.
• Provides analysis, guidance, and measurement of operational performance against committed Service Level Objectives (SLOs) and Service Level Agreements (SLAs)
• Identifies gaps in process and procedures, and initiates service improvement plans.
• Reports, communicates, and updates manager and relevant stakeholders on Managed Services CSI initiatives.
• Keeps current with industry standards, trends, and technological innovations to recommend operational improvements.
• Participates in design discussions for Managed Services tools and technologies.
• Participates in defining, planning, and justifying initiatives to develop and implement automated components of new or changed processes and procedures.

Minimum Qualifications

• Bachelor’s degree preferred but not required.
• Experience in Workflow, Process Improvement, Managed Services and/or ITSM Operations.
• Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred.
• Knowledge of business process flows as it relates to onboarding / offboarding / procurement / service tickets within the ServiceNow framework.
• Experience working in ServiceNow a significant benefit.
• Knowledge of ITSM tools and systems helpful.
• Familiarity with ITSM knowledge base maintenance and process documentation.
• High level of oral and written communication skills to communicate effectively with all stakeholders.
• High level of IT service delivery and customer service skills.
• Proficient at organizing documents and prioritizing work.
• Ability to think and act both strategically and tactically.
• Self-motivated; ability to work under minimal supervision.