Lead ITSM Engineer

Responsibilities:

• Assist in executing the IT strategy to drive the adoption and implementation of ITSM and ITOM best practices, ensuring alignment with business objectives and operational efficiency.
• Build enduring relationships to foster collaboration and knowledge exchange.
• Develop and oversee a strategic roadmap to enhance organizational excellence through the effective implementation and continuous improvement of ITSM services, processes, and tools.
• Promoting and championing the benefits of ITSM and ITOM processes including but not limited to: Incident, Problem, Change, Request, Enterprise Monitoring and CMDB.
• Analyze service performance metrics and drive process enhancements to improve service quality.
• Ensure compliance with IT governance, risk management, and security policies.
• Providing both technical and thought leadership for integrations and development of ITSM and ITOM tools while also promoting best practices.
• Mentoring service and process managers on ITSM and ITOM concepts.

Desired Skills:

• Experience in mapping infrastructure components to business and technical services to enhance visibility, dependency management, and service impact analysis.
• Demonstrated experience in ITSM frameworks
• Extensive experience with ServiceNow and SolarWinds
• Fundamental understanding of key technologies relevant to ServiceNow implementations, including Web Services, LDAP and JavaScript.
• Demonstrated ability to influence and consult (on pros, cons, and risks).
• Provide thought leadership in solving business processes and technical problems.
• Ability to analyze data findings to draw conclusions and develop actionable recommendations.
• Excellent communication skills.
• Ability to explain complex practices, processes, or procedures in clear and simple terms.
• Demonstrated experience in leading process improvement and organization change initiatives.
• Proven expertise and overall responsibility in customer service and contact center services, performance, and new generation capabilities.
• Excellent presentation, time management, and collaborating skills.
• Plans and carries out responsibilities with minimal direction.
• Ability to collaborate effectively with individuals from diverse cultural backgrounds.