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IT Incident & Problem Process Senior - Incident Management
Richmond, VA
Job Description
**Remote opportunity in the following locations: VA, MD, TN, NC, FL, SC, TX, WV, GA, AR, KY**
The IT Incident, Major Incident & Problem Process Senior is accountable for the governance and management of ITIL Incident, Major Incident and Problem process lifecycles in ServiceNow, performing work associated with ITSM process analysis, design, improvement, build, test, training, quality, metrics and documentation of the IT departments standards.
*Advanced experience in Incident, Major Incident & Problem process
lifecycles (design, build, management, governance, improvement)
*Advanced experience in Service Level Agreement's, dashboards, reporting
and metrics.
*Working knowledge of ITIL lifecycles Incident, Major Incident, Problem,
Change, Release, Configuration, Agile, SDLC, Demand and Continual Service
Improvement.
*Experience with ServiceNow or similar large ITSM system.
*Experience in complex IT environments with a technical background and/or
previous Healthcare experience advantageous.
*ITIL v3/v4 Foundation or higher.
The IT Process Senior Engineer manages or performs work associated with ITSM process analysis, design, implementation, operation, and improvement in support of the organization's information technology resources.Licensure, Certification, or Registration Requirements for Hire: ITIL Expert certification preferred. Licensure, Certification, or Registration Requirements for continued employment: N/A Experience REQUIRED: Six to eight years of related experience. Six or more years of experience in ITSM process management and continuous improvement. Advanced interpersonal, verbal and written communication, collaboration, problem-solving, flexibility/adaptability, organizational, project planning, change management, and time management skills. Experience PREFERRED: N/A Education/training REQUIRED: Bachelor's degree or equivalent combination of related education and experience. Advanced proficiency in MS Office Suite (Word, PowerPoint, Excel, Publisher, Visio, and Project), ITSM software, and adult education theories, concepts, and techniques for product and process training. Advanced knowledge of ITSM software workflows and product function. Advanced knowledge of ITSM processes to include but not limited to analysis, design, build, continuous improvement, and Change Control. Independent action(s) required: Operates with limited supervision from manager or specialist team members in determining objectives of assignments and solutions with work. Age Specific groups served: N/A Physical Requirements (includes use of assistance devices as appropriate): Physical: Lifting less than 20 lbs. Activities: Prolonged standing, Prolonged sitting Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent, changeWorkday Day (United States of America)
VCU Health System Authority (VCU Health) complies with applicable civil rights laws and does not discriminate on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity or expression, age, political affiliation, disabilities, marital status, veteran status, residence, financial status, or any other manner prohibited by law.
The IT Incident, Major Incident & Problem Process Senior is accountable for the governance and management of ITIL Incident, Major Incident and Problem process lifecycles in ServiceNow, performing work associated with ITSM process analysis, design, improvement, build, test, training, quality, metrics and documentation of the IT departments standards.
*Advanced experience in Incident, Major Incident & Problem process
lifecycles (design, build, management, governance, improvement)
*Advanced experience in Service Level Agreement's, dashboards, reporting
and metrics.
*Working knowledge of ITIL lifecycles Incident, Major Incident, Problem,
Change, Release, Configuration, Agile, SDLC, Demand and Continual Service
Improvement.
*Experience with ServiceNow or similar large ITSM system.
*Experience in complex IT environments with a technical background and/or
previous Healthcare experience advantageous.
*ITIL v3/v4 Foundation or higher.
The IT Process Senior Engineer manages or performs work associated with ITSM process analysis, design, implementation, operation, and improvement in support of the organization's information technology resources.Licensure, Certification, or Registration Requirements for Hire: ITIL Expert certification preferred. Licensure, Certification, or Registration Requirements for continued employment: N/A Experience REQUIRED: Six to eight years of related experience. Six or more years of experience in ITSM process management and continuous improvement. Advanced interpersonal, verbal and written communication, collaboration, problem-solving, flexibility/adaptability, organizational, project planning, change management, and time management skills. Experience PREFERRED: N/A Education/training REQUIRED: Bachelor's degree or equivalent combination of related education and experience. Advanced proficiency in MS Office Suite (Word, PowerPoint, Excel, Publisher, Visio, and Project), ITSM software, and adult education theories, concepts, and techniques for product and process training. Advanced knowledge of ITSM software workflows and product function. Advanced knowledge of ITSM processes to include but not limited to analysis, design, build, continuous improvement, and Change Control. Independent action(s) required: Operates with limited supervision from manager or specialist team members in determining objectives of assignments and solutions with work. Age Specific groups served: N/A Physical Requirements (includes use of assistance devices as appropriate): Physical: Lifting less than 20 lbs. Activities: Prolonged standing, Prolonged sitting Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent, changeWorkday Day (United States of America)
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.
VCU Health System Authority (VCU Health) complies with applicable civil rights laws and does not discriminate on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity or expression, age, political affiliation, disabilities, marital status, veteran status, residence, financial status, or any other manner prohibited by law.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
6 to 8 years
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