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Job Description: Job Title: ITIL Service Desk and Incident Management ExpertClearance Required: DoD Secret Clearance Job Description: Responsible for ensuring that the Service Desk function and Incident Management process are implemented and performed according to ITIL best practices and are meeting the requirements of the process definition. Key activities include: • Baseline and become highly familiar with assigned regional Service Desk organizations, staffing models, tools and processes. Baseline and become highly familiar with assigned regional Incident Management processes (all levels/tiers) and existing enabling technologies. • Support the development and delivery of workshops for the purposes of process, procedure, work instruction and tooling requirements definition and validation.• Refine existing functional requirements for Service Desk and Incident Management related tools and participate in the development of an integrated ITSM tooling strategy and architecture.• Work with client stakeholders to determine thresholds and targets for Incident assignment, notification and escalation in alignment with service level targets. • Partner with Event Management/Enterprise Monitoring teams to design and implement integrations between Event Management and Incident Management processes and tools. Includes detailed rules and procedures for identifying and resolving monitoring-detected Incidents.• Identify required relevant policies; work with project stakeholders to develop/document policies.• Develop and document relevant procedures, work instructions and scripts for process and tool operation.• Identify training requirements. Be a content SME in the support of developing training curriculums and materials. May be required to deliver training.• Identify process and tool testing requirements. Develop test cases and plans. Coordinate end-user testing/user acceptance testing. Consolidate and report on testing outcomes. Develop action plans to correct testing anomalies and oversee execution of action plans. • Work with stakeholders to develop enterprise and regional implementation strategies and plans, incorporating strategies for successful organizational change. Work with stakeholders to promote cultural acceptance of Enterprise Service Desk and regionalized Incident Management that conforms to enterprise requirements. • Work with stakeholders to define and agree on key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process. Continually monitor KPI performance, identify opportunities for improvement, create action plans, and oversee execution of action plans. • Represent Service Desk/Incident Management in regular meetings and provide updates to management.• Produce regular and accurate management reports. Experience Requirements: • 7+ years experience working in a mission-critical Service Desk/Help Desk or technical customer support environment• 3+ years experience managing or supervising an IT Service Desk• Excellent writing skills to include process work instruction and technical documentation experience - writing samples are required• Min. ITIL Foundations v2 (v3 desired)• Strong knowledge of the IT Infrastructure Library (ITIL) v. 3 with a high degree of fluency with ITIL v3 Service Desk, Incident Management, Knowledge Management, Service Request Fulfillment, Access Management and Event Management• 3+ years consulting experience• Experience in public speaking to include meeting facilitation and delivery of training workshops• Real-world hands-on Service Desk and Incident Management process with tool implementation experience being a big plus • Extensive experience with BMC Remedy, design and administration (hands-on configuration or development desired)ITIL V3 Foundations, ITIL V3 Operational Support and Analysis and/or Service Operation certifications. Education Requirements: 1. Bachelors Degree in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training, or work/military experience.2. Masters Degree Preferred.
An Equal Opportunity Employer M/F/D/V |
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