ITSM Process owner
IT Infra (Pune, India)
Looking for a workplace where people realize their full potential, are recognized for the impact they make, and enjoy the company of the peers they work with? Welcome to Zensar! Read on for more details on the role and about us.
What’s this role about?
The ITSM Process Owner is a pivotal role within our organization, responsible for driving the successful implementation, adoption, and improvement of ITSM processes, including Change Management/Control, Incident Management, and Problem Management. This role encompasses various responsibilities that contribute to process design, documentation, implementation, governance, compliance, continuous improvement, collaboration, and integration with ITSM tools.
Here’s how you’ll contribute:
In this role you will help us:
Process Design and Documentation:
– Design and define specific ITSM processes (e.g., Change Management/Control, Incident Management, Problem Management).
– Document process workflows, activities, roles, and responsibilities.
– Define process inputs, outputs, and metrics for measuring process performance.
– Collaborate with process stakeholders to identify and map process dependencies and integration points
Process Implementation:
– Collaborate with stakeholders to implement defined ITSM processes, ensuring alignment with organizational goals, policies, and industry best practices.
– Facilitate training and awareness programs for teams involved in the process to ensure understanding and adherence.
– Ensure seamless integration of ITSM processes with existing systems and workflows
Process Governance and Compliance:
– Establish process governance mechanisms, including roles and responsibilities, to ensure process compliance.
– Develop and maintain process-related policies, procedures, and guidelines.
– Conduct regular audits and assessments to monitor process compliance and identify areas for improvement.
– Lead efforts to achieve and maintain ITSM process certifications and compliance with industry standards (e.g., ITIL).
– Proactively identify and address process compliance gaps and issues.
Continuous Improvement:
– Regularly review process performance and identify areas for improvement.
– Collect and analyze process-related data and metrics to identify bottlenecks, inefficiencies, and opportunities for optimization.
– Lead process improvement initiatives, involving stakeholders and implementing changes based on best practices and lessons learned.
– Drive a culture of continuous improvement and innovation within the ITSM organization.
Stakeholder Management:
– Collaborate with various stakeholders, including IT teams, management, and end-users, to understand their needs, gather feedback, and address concerns.
– Foster effective communication channels to ensure transparency and alignment with stakeholders.
– Act as a liaison between process users and other ITSM roles, such as ITSM Project Managers, Service Desk Managers, and Change Managers.
– Champion the importance of ITSM processes and their impact on business outcomes.
Training and Support:
– Provide advanced training and guidance to teams involved in the process, fostering expertise and excellence.
– Offer specialized support to process users in complex scenarios, troubleshooting issues, and providing solutions.
– Develop and deliver advanced training materials, including workshops and webinars, to promote best practices and advanced techniques within the organization.
Integration with ITSM Tools:
– Collaborate with the ITSM Tool Administrator to ensure that the ITSM tool supports and enables the defined processes.
– Provide input and requirements for tool configurations, workflows, and reporting to optimize process efficiency and data management.
– Stay abreast of emerging ITSM technologies and tools to identify opportunities for enhancing process automation and efficiency.
Documentation and Reporting Enhancement:
– Evolve and standardize the documentation process for all ITSM processes to improve clarity and accessibility.
– Implement advanced reporting mechanisms to provide real-time visibility into process performance, utilizing advanced visualization tools.
Data Analysis and Recommendation:
– Utilize data analysis tools and techniques to assess the performance of ITSM processes.
– Collect, analyze, and interpret process-related data, identifying trends, anomalies, and opportunities for improvement.
– Develop and maintain advanced dashboards and reports to provide real-time visibility into process performance.
– Collaborate with cross-functional teams to understand the impact of process performance on business outcomes.
– Generate actionable recommendations based on data analysis to optimize ITSM processes, enhance efficiency, and improve service quality.
– Drive the implementation of data-driven process improvements, working closely with stakeholders to ensure successful execution.
Skills required to contribute:
We’re looking for someone with:
– Minimum four (4) years in a leadership role working with process or service teams.
– Minimum four (4) years implementing or supporting ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirement.
– Experience identifying opportunities for process improvement and driving continual service improvement.
– Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate concepts to technical and non-technical audiences.
– Demonstrated experience coordinating and collaborating with disparate stakeholders to iteratively develop consensus on why and what the problem is – and defining the when and how for resolving it.
– Certifications: ITIL 4 and/or Lean/Agile Management.
Advantage Zensar
We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.
Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans’ status.
Zensar is a place where you are free to express yourself in an environment that values individuality, nurtures development and is mindful of wellbeing. We put our people and customers at the center of everything that we do. Our core values include:
Grow. Own. Achieve. Learn. with Zensar: www.youtube.com/watch?v=i2NZsiQqVnU
Ready to #ExperienceZensar?
Begin your application by clicking on the ‘Apply Online’ button below. Be sure to have your resume handy!
If you’re having trouble applying, drop in a line to [email protected].
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