Sr. ITSM Process Specialist, Problem Management (Hybrid)

Sr. ITSM Process Specialist, Problem Management (Hybrid)

We have an immediate need for a contract Sr. ITSM Process Specialist, Problem Management to join one of the nation s largest independent automotive parts retailers. The Sr. ITSM Process Specialist is responsible for working with Process Managers and stakeholders to identify improvement opportunities and bring understanding and discipline to these processes through quality control, training, and documentation.

Location: Scottsdale, AZ (Hybrid working 2-3 days onsite per week)

This job expects to pay about $40 - 43 per hour plus benefits.

What You Will Do:

• Develop a solid proactive problem management process.
• Review system and logs to analyze data and identify areas of opportunity to fix issues before they become service impacting.
• Engage regularly with stakeholders to gain a deep understanding of problem areas and coordinate investigations to bring resolution.
• Track identification and resolution through regular and frequent reporting.
• Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analyzing and reporting on key metrics.
• Develop and document training material for Proactive Problem Management Best Practices and other processes and lead the delivery of training presentations to IT teams.
• As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes.
• Create and maintain documentation for new and existing processes, including but not limited to workflows, procedures, policy statement.

What Gets You The Job:

• A Bachelor s degree in Computer Science, Information Technology or related field or equivalent work experience.
• IT Infrastructure Library (ITIL) Foundations certification required.
• Three to five years or more of experience demonstrating extensive subject matter expertise supporting and adhering to an ITSM Problem Management processes. Additional experience with other ITSM processes including incident management, change management, reporting and performance analytics, is preferable.
• Three or more years of knowledge and experience supporting an ITSM software product, preferably ServiceNow.
• Experience with monitoring tools, (SiteScope, NNM, Splunk, Netbrain, Dynatrace)
• Advanced knowledge of proactive problem management methodologies.
• Excellent written and verbal communication skills, including process documentation.

Irvine Technology Corporation (ITC) is a leading provider of technology and staffing solutions for IT, Security, Engineering, and Interactive Design disciplines servicing startups to enterprise clients, nationally. We pride ourselves in the ability to introduce you to our intimate network of business and technology leaders bringing you opportunity coupled with personal growth, and professional development! Join us. Let us catapult your career!

Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.