IT Project Management

Pleasanton, CA 94588

Posted: 12/05/2018 Industry: Project Management Job Number: 8548 Pay Rate: Not Specified
Exciting, challenging opportunity for an IT Service Management Manager to work on-site of a rapidly growing, public, cloud based software company in Pleasanton. Our client is looking for an ITSM Governance Manager to ensure successful future implementation, deployment, and on-going usage of ServiceNow's ITSM products such as Incident, Request, Problem, Change, Capacity, Configuration, KB, and the IT Emergency escalation processes.

Job Responsibilities include but are not limited too:
* IT Analytics, Operations Metrics Management and reports. Service Level Management.
* Change Management, Release Management, Incident Management, Problem Management, Knowledge Management,
* Various related policies and SOP's, including; Desktop refresh, inventory, access, SLA, Employee Life Cycle (hire, termination)
* AD, ADFS, SSO, and MFA savvy.
* NOC, and emergency response process.
* Maintain and conform to various Governance requirements important to the organization, such as: FFIC, SOC, SOX, etc.
* Manage, triage, report, utilize, sanitize, and communicate the ITSM data captured in the Service Desk tools, including, ServiceNow, RemedyForce or Jira, SSCM, Tanium, JAMF, and more.
* Create and maintain ITSM training, policy, process and procedure documentation.
* Maintain oversight and trend analysis, driving and improving overall process and compliance/adherence.
* Facilitate and chair weekly ITSM operational meeting, reporting on such oversight and driving corrective actions.
* Create and execute compliance and audit framework across the IT organization.
* Own an ITSM Roadmap and represent ITSM as the process expert at executive briefings, workshops and external events.
* Work closely with Product Management on upcoming releases and provide feedback from a customer's perspective.
* Work with internal customers to understand their needs and bring back this knowledge to the products, process and procedures.
* Work with the Applications and Operations teams to implement and enforce policies, processes and procedures to ensure adoption and effective usage of ITSM products.
* Perform Technical Project Management duties in alignment with IT Business Management framework.
* Define and drive metrics/KPI's through Reports, Dashboards, and Performance Analytics, acting as the metrics champion for ITSM.
* Provide technical leadership for the design, deployment and operation of business-supporting applications.
Job Requirements: * 10+ years of Information Technology experience. * 5+ years of experience with CMDB and associated technologies. * Deep knowledge and experience with ServiceNow ITSM applications * Experience with ITIL / CMDB implementations. * Utilize effective project management techniques to organize initiatives and to ensure quality. * Background in ITSM related functions such as monitoring, operations. and performance analytics and a strong background in system-level thinking and design. * A good history of collaborating effectively across large engineering teams. * Experience working in agile environments. * Good working knowledge of MS Office applications including: Word, Excel, and PowerPoint as well as learning technologies such as Captivate, Articulate, design tools, LMS and web conferencing applications. * Ability to work with a highly technical staff and be able to explain to a non-technical staff. * BA/BS or Masters preferably in IT or Science.
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