About the Role The ITSM Manager is a key member of the IT Service Management team and will drive ongoing expansion of ITSM and service improvement. The ITSM Manager will work closely with business and IT stakeholders to implement new ITSM processes, improve existing ITSM processes, and employing Organizational Change Management to expand ITSM services. In addition, this role will server as the primary manager for ITIL disciplines including Change Management, Asset Management, Release Management, and others. A Day in the Life Gather requirements from stakeholders to implement new service or improve existing services and implement changes Ensure a seamless support experience for EWC associates. Document processes, including improvements to existing processes. Measure, Report and Analyze KPIs and Metrics associated with IT services. Create or update reports to support these measures. End-to-End Process Owner of multiple IT Services Serve as liaison between Operations and Governance team for audit-related inquiries Define quality metrics and implement measurements to determine ITSM change effectiveness, efficiency, and measure the overall effectiveness of the environment. Manage changes to the ITSM tool (ServiceNow). Provide appropriate incident management within an IT service management tool, including documenting problems, customer communications, troubleshooting steps, workarounds, and resolutions. Work closely with the security, infrastructure, and application teams to ensure efficient and secure audit processes in the ITSM tool. Partner with Internal Stakeholders to Design Processes and Definition of KPIs Proactively strives to increase ITSM process maturity level. Runs the formal CAB and documents changes and outcomes. Completes projects and daily tasks as assigned.
What Sets You Apart Participates in proactive team efforts to achieve departmental and company goals Adopts EWC values in personal work behaviors, decision making, contributions and interpersonal interactions. Help shape a positive work environment by demonstrating and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity, and fun. Experience developing and driving initiatives with commercial software development. Ability to manage a broad range of deliverables in an environment that is often faced with ambiguity and is able to work collaboratively with others to accomplish goals. Excellent organization and presentation skills. Strong collaboration skills. Ability to consistently set and meet goals that improve the support posture. Works well in a team environment and takes pride in participating in projects that employ the skills of all team members. Ability to learn quickly in a dynamic environment.
Education and Experience Bachelor’s degree in computer science, project management, or related field required. 7+ years in the ITSM space, specifically as it relates to ITIL disciplines. 7+ year in Microsoft technologies. Experience in IT service management and all aspects of the ITIL® v3 (or higher). Service Management lifecycle. ITIL Certification preferred. Ability to work under pressure and be highly pro-active in prioritizing issues and driving continuous improvement across the organization. Strong knowledge of O365 environment, including Azure, Azure AD, Sharepoint, Office, One Drive, and Teams. Exceptional collaboration skills including the ability to negotiate to fair and reasonable conclusions. Configuration in ServiceNow preferred
