What are the responsibilities and job description for the ITSM Process Owner position at CAI?
Job ID NumberR4383Employment TypeFull timeWorksite FlexibilityRemoteJob SummaryAs 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 DescriptionWe 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 DoProvide leadership in the development and management of IT Service Management (ITSM) projectsPromote IT Service Management principles across the organization.Guide the maturity of Infrastructure and Operations using Service Management methodsCollaborate with various teams, including business analysts, technical experts, and process owners, to address and resolve service level issuesTranslate technical concepts into business language to facilitate understanding and decision-makingEnsure adherence to Project Management best practicesUtilize ITSM service tools such as ServiceNow and Remedy to support and enhance service management processesWhat You'll NeedRequired : 8 years of experience with ITSM and ITIL governance processesAbility to think and act both strategically and tactically and know when to apply each type of actionVery strong communication skills : oral, written, presentation and facilitationTechnical understanding with ability to translate into business conceptsIT Service Management knowledge beyond theory. He / she has held roles which implement IT best practicesCredibility and trust; ideally has earned the respect of IT managers and other business managers at all levelsThe 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 issuesA good understanding of IT Outsourcing and Managed ServicesStatistical, numerical and analytical principles and processesInnovative thinking with service quality, and its improvement, within limits of costs and business directionAdhere to Project Management best practicesExperience with ITSM service tools, ServiceNow, and RemedyPreferred : Proficient in the use of Remedy On DemandIT Service Management certification ITIL V3 or V4PMP CertificationBusiness Process EngineeringTechnical Writing / Formal documentation skillsExperience with ServiceNow in use with supporting external business partners. Experience with Cloud service provider AWSTraining experienceExperience with ServiceNow security operationsExperience with DevOps tools (Jira, Gitlab, etc.)Physical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary 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#LI-KM1Reasonable Accommodation StatementIf 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 StatementIt 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.
