IT Service and Requirements Manager

Responsibilities include:

• Provides oversight and support of all organizational processes.
• Coordinates efforts to develop new processes with stakeholders across the organization.
• Reports on effectiveness of processes and tools to Leadership.
• Provides oversight and support of Incident Manager in accordance with the Incident Management SOP.
• Acts as Change Manager for the Organization.
• Directs weekly CAB meetings, to include providing agenda and meeting minutes.
• Works with stakeholders across the organization to define new process objectives. Documents new processes and automation requirements (working closely with ServiceNow team).
• Manage Continual Improvement Initiatives, i.e. Establishment and review of all business processes to include all supportive documentation that is required to implement the process. Examples include, Service Catalog Request Processes, Incident Management, Change Management, Problem Management.
• Participates in specialized areas of expertise, COOP plans, Asset management, and testing, when appropriate.
• Translates business processes into automation requirements for Implementation team (ServiceNow).