ITSM Process Manager (Incident Management)

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Company: Ameren
Location: Street, MD

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About The Position
The IT Service Management (ITSM) Process Manager manages the analysis, planning, technical direction, organizing, and implementation of the ITSM initiatives; helps define the continuing evolution of IT to meet the changing business needs of the enterprise; works with business line personnel in integrating ITSM methods and practices throughout IT; researches and promotes best practices to process change; and reports the progress and impact of efforts to leadership


Key responsibilities include:

  • Provides ITSM oversight and management for one or more processes within a given service lifecycle stage.
  • Will oversee and direct process discipline and continuous improvement across the ITSM service landscape for the entire IT function.
  • Implement and maintain an effective performance metrics program to process efficiency and effectiveness.
  • Make timely decisions based on operational performance and benchmark data to ensure objectives are consistently achieved.
  • Understand and maintain policy, procedures, and metrics associated with a specific ITSM process
  • Report the progress and impact of efforts to leadership.
  • Maintain a working knowledge of Ameren core business processes to allow for the effective application of practical solutions and efficiency opportunities.
  • Successfully partner with all levels of the IT organization
  • Accountable for the operational management of the enterprise Incident process

o Design and implement standardized incident process and workflows and ensures adherence to them.
o Establish service level measurements and KPIs to represent the health of the Incident process
o Coordinate the actions of other IT resources as necessary to ensure proper analysis and resolution actions for incidents
o Defines Incident prioritization guidelines and communication templates
o Identifies opportunities and trends for continuous improvements with the Incident process


Qualifications
Bachelor’s degree required, preferably in Computer Science, Management Information Systems, Engineering, or equivalent computer related degree from an accredited college or university. Five or more years of technical experience required in Information Technology. Three or more years supporting, leading, and/or adhering to an ITSM process, preferably within Incident Management. IT Infrastructure Library (ITIL) Foundations certification preferred.


Technical Skills
Good analytical, communication, and human relations’ skills required. ServiceNow experience preferred. Understanding of servers, operating systems, infrastructure cyber security tools, enterprise storage solutions, hyper-converged and converged infrastructure preferred.