IT Service Management (ITSM)

RESPONSIBILITIES:
Kforce has a client that is seeking an IT Service Management (ITSM). This role is fully remote, PST time zone only.

Summary:
The ITSM Specialist focusing on Incident, Problem, and Change is responsible for the ownership and management of these processes and its functions as well as the deployment and evangelization of its related processes. In this position, you will be leading major incident calls, conducting problem management meetings, managing organizational change, driving process and policy adaption within the team and across business units. This position is responsible for the training, performance tracking, and reporting of these processes. This person will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.

Essential Functions:
* Manage, report, and communicate on the global performance of owned processes
* Partner with other leaders across the organization and champion the day-to-day operation of the lifecycle of Incident, Problem and Change Management
* Manage documentation
* Lead Change Request Review meetings
* Develop change management plans for change initiatives
* Evaluate the impact of planned changes
* Lead identifying risks and developing risk mitigation tactics
* Support development of communications relevant to change initiatives
* Track and monitor of changes
* Provide coaching and training to employees at all levels
* Define success metrics and measuring performance against these
* Develop and publish a Change Management SOP and maintain all change documentation (policies, procedures, templates, etc.)
* Responsible for managing the lifecycle of all changes, with the primary responsibility of enabling beneficial changes to be made with minimal disruption to the business
* Manage major incidents including - incident and risk assessment, co-ordinations across global cross-function groups

REQUIREMENTS:
* Bachelor's degree or equivalent work experience required
* 5+ years of relevant work experience in Information Technology with at least 3 years of experience in a Service Management team required; 5+ years of relevant ITIL experience preferred
* Strong CMDB and Service Management experience
* Proven experience in CMDB, Incident, Problem, and Change management
* Strong background of ITIL framework
* Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools, and techniques
* Able to clearly articulate understanding of Incident Problem, Change Management processes
* Ability to coordinate and drive technical bridges during a Major Incident calls and lead teams towards quick mitigation, work-around, or resolution
* Experience managing and utilizing ServiceNow preferred
* Experience working with Infrastructure and Application teams during critical issues preferred
* ITIL V3 foundation or higher certification preferred

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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