Follows all ITIL processes in relation to personal/team ticket management • Investigates problems and risks to define propose solutions and/or mitigations • Understands all Administrative functionalities of the ITSM tool and understands their impact on process workflows • Reviews and presents enhancement or change proposals to the Governance committee • Assists in prioritization of work requests for the ITSM Development team • Completes all assigned deliverables and contributes to success of projects and ITSM tool upgrades • Communicates with end users and other stakeholders through multiple channels • Implements and Facilitates User Review Groups • Builds and enhances relationships across ITG and other stakeholders within the enterprise • Creates an environment that encourages information sharing, team-based resolutions, cross-training, and focuses on quick and effective problem resolution • Investigates and troubleshoots application issues, performs root cause analysis and works with the team to recommend and implement solutions • Independently handles end-user requests and incidents, follows up to determine the resolution and communicates efficiently • Serves as process expert and SMO liaison on audit-related inquiries EDUCATION Bachelor's degree preferred EXPERIENCE 7+ years of relevant work experience required OTHER/SPECIAL QUALIFICATIONS • IT Infrastructure Library (ITIL) Certification • Demonstrated knowledge of use case analysis and workflow design • Excellent communication and inter-personal skills, including the ability to collaborate with personnel at all levels of the enterprise in a cooperative and effective manner, in a variety of media and formats • Excellent ability to write for different platforms and audiences • Great listener, interviewer, and researcher • Excellent conflict management and negotiation skills to consistently achieve "win-win" results • Passion and concern with improving the organization • Proven organizational skills • High energy, ambitious self-starter with an aptitude for learning and customer focus • Ability to work independently, work in a fast-paced environment, and manage workload prioritization to deliver high-quality work products on time with minimal direction • Working knowledge of vendor management principles and procedures. GENERAL RESPONSIBILITIES • End-to-end ownership of assigned ITSM Processes (Design, Implement, and Execute) • Owns, creates, and maintains assigned process documentation • Owns, creates, and maintains end-user training for assigned processes • Consults with Departments and Divisions on specific needs to offer proposed solutions, and implements appropriately • Works closely with subject matter experts to plan communication methods and materials that get business results, including innovative ways to cascade communications throughout the organization • Provides expertise in process design, including elicitation and prioritization of business requirements • Holds Enterprise accountable for following defined processes to ensure effectiveness and compliance, and escalates when variances are identified • Identifies and monitors process KPI's and reports to leadership in agreed-upon cadence • Provides training consultation and content development to various groups including leadership and end-users • Identifies Process Improvement Opportunities and develops plan(s) to implement; continuously strives to increase process maturity, efficiencies, and effectiveness.