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My client on the West side of Madison is looking for someone to join their IT Service Management team as an IT Process Engineer to lead Change Management processes.  

If interested, please apply to this position or send an email directly to hseegers@beaconhillstaffing.com.

Job Summary

The Process Engineer appropriately develops and maintains processes, policies, and procedures for the IT organization, based on the ITIL Service Management framework and ensures the successful application of the model across all aspects of IT Services. 

Primary Duties and Responsibilities

• Manages the day to day operations of one or more service management practice areas, for this position in particular:
• Leads Change Management process area within the IT department; running the Change Advisory Board, promoting and educating staff on Change Management policies and procedures, and developing and implementing improvements to the practice area based on metrics.
• Responsible for serving as a seasonal IT Sox Audit liaison; partnership and coordination with internal and external auditors when they need to gather evidence and understanding over overall IT processes within SOX audit testing cycles.
• Cross functional partner to collect evidence needed throughout the year in compliance with tour audit controls and governance needs.
• Aligns IT business functions with available tools to achieve agreed upon levels of service management operations.
• Streamline and standardize IT processes, standards and supporting documentation.
• Leads the definition, execution, and operationalization of new and updates to processes within their designated practice area(s), including those that utilize the ServiceNow platform.  This includes verifying and implementing detailed technical and process design solutions to problems as identified by the ITSM leadership.
• Works closely with other ITIL disciplines to ensure the success of ITSM process implementations.
• Coordinates the collection of data and provides analysis of information and recommendations for process improvements.
• Owns and manages knowledge sharing within and across IT and business teams, both in written and spoken formats.  Ensures other team members are able to support knowledge sharing of their practice area(s) within other teams they are part of. 
• Responsible for building ITSM compliant process knowledge and developing ITSM process documentation. 
• Assists with multiple customers.  Leads and/or provides expertise to functional or project teams and may participate in cross-functional initiatives. 
• Strives to understand a broad spectrum of SPB’s technologies in order to develop processes that meet customer requirements and overall business needs.
• Identify issues and risks and manage respective resolution and mitigation strategies, respectively.
• Will frequently need to lead and facilitate meetings, run workshops, and give presentations.
• Identify critical paths, tasks, dates, testing, and acceptance criteria for any new process component or ITSM-related activity to be implemented.

Education and Experience Profile

• Bachelor’s degree in Computer Science or equivalent education required.
• Minimum of 3+ years of work experience in IT, preferably leading process improvement efforts and closely supporting one or more ITSM practice areas.
• Comprehensive understanding of ITIL and ITSM practices and processes.
• Strong understanding of ServiceNow.
• Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with customers, IT management, staff and vendors.
• ITIL Certification preferred.

Required Skills

• Ability to provide direction, communicate clearly, completely and concisely, as well as have a comfort level in providing updates at all levels of the organization.
• Excellent analytical, oral, written, presentation and interpersonal communication skills.
• Ability to logically approach a problem from definition through resolution.  Ability to define a root cause analysis of an issue and explain causes, contributors and resolutions to customers and other team members.
• Ability to effectively exercise tact, discretion, judgement and diplomacy when interacting and/or negotiating with internal and external customers, and senior management.
• Ability to present and explain technical information in a way that establishes rapport persuades others, and gains understanding.
• Strong collaboration and influencing skills are required. The successful candidate must have the ability to persuade and build consensus cross-functionally as an evangelist in a team-oriented fashion. Must be able to inspire and motivate the organization as the transformation activities continue across IT and within the business.
• Ability to make decisions quickly with available information and take action performing proper risk and issue management.
• Demonstrates an understanding of appropriate testing practices and the configuration & defect lifecycle as it pertains to process development and implementation (with or without technical components).
• Needs to be autonomous, have initiative, and leadership skills to promote their designated practice areas as well as ITSM overall.
• Able to discuss (within own area of expertise) requirements with customer, and to challenge and clarify when appropriate.  Ability to listen to and respond to customer’s needs.