Are you a results-driven, team-oriented IT process expert? This is the opportunity for you! As a ITSM Process Manager, you will drive IT Service Management maturity at Sierra Nevada Corporation, utilizing ITIL and COBIT frameworks. You will be the 'evangelist' for ITSM and process improvement within IT and beyond.
You will be responsible for designing and implementing strategic ITSM process improvements based on an evolving ITSM road map. Scope can include all ITSM processes with initial focus on core ITSM processes including Change Management, Incident Management, Problem Management, Major Incident Management, Asset Management, Configuration Management, etc. You will also be actively involved in multiple enterprise projects focusing on the people/process aspects of those projects.
Extensive ITIL and / or COBIT knowledge will be vital to your success, along with your ability to influence and work effectively with many groups across the organization.As SNC's corporate team, we provide the company and its business areas with strategic direction and business support spanning executive management, finance and accounting, operations, human resources, legal, IT, information security, facilities, marketing, and communications.
Responsibilities:
Develop, maintain, and provide enterprise-wide visibility into the ITSM road map.Drive maturity, as needed, across the agreed ITSM processes.Work with service owners to understand their needs and translate them into ServiceNow requirements. Compile those user requirements into Stories.Focus on a variety of process areas including, but not limited to Service Portal, Service Catalog, Incident, Problem, Change, Knowledge, Release / SDLC, Asset Management, Human Resource Management, Configuration Management (CMDB), Mobility and Reporting.Drive KPI / reporting maturity using ServiceNow and PowerBI.Manage multiple projects concurrently while maintaining a high level of attention to detail.Participate in, and possibly lead the IT Change Management process, including Change Advisory Board (CAB) meetings.Qualifications You Must Have:
Bachelor's Degree in a related field with at least 6 or more years of relevant experienceHigher education may substitute for relevant experienceRelevant experience may be considered in lieu of required educationStrong experience with Windows and Microsoft Office lifecycle management and managing 3rd party licenses softwareExtensive ITIL understanding and multiple certifications.Bachelors Degree in Information Technology/Computer Science or equivalent work experience and, typically, 6 or more years of related experience6+ years experience in an enterprise IT organization 6+ years experience in IT Service ManagementExtensive experience designing and implementing ITSM initiativesMinimum of 2 years of experience using ServiceNow as an end user, with basic knowledge of reporting, dashboards, and how the platform uses workflows.Ability to understand complex business needs and adapt appropriately.Ability to work closely with the Principal Architect, Principle Developer and the ServiceNow team to plan and roadmap ServiceNow functionality to maintain and anticipate business needs.Comfortable leading both technical and organizational context discussionMS Office, Visio, Swim Lane Diagrams, agile methodologiesQualifications We Prefer:
Extensive COBIT understandingMultiple ITIL certificationsCertified ServiceNow Admin (CSA) Certification.ServiceNow experience and in-depth knowledge of ITSM, CMDB, SAM/HAM, HR, Facilities, and other ServiceNow offerings.#Ll-hybrid
Estimated Starting Salary Range: $94,345.12 - $129,724.54. Compensation varies depending on a wide array of factors, such as candidates' key skills, relevant work experience, and education/training/certifications. The disclosed range estimate may be adjusted for any applicable geographic differential associated with the location at which the position may be filled.SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more.
IMPORTANT NOTICE:
To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.Learn more about the background check process for Security Clearances.
SNC is a global leader in aerospace and national security committed to moving the American Dream forward. We’re known and respected for our mission and execution focus, agility, and disruptive and rapid innovation. We provide leading edge technologies and transformative solutions that support our nation’s most critical security needs. If you are mission-focused, thrive in collaborative environments, and want to make our country stronger with state-of-the-art technologies that safeguard freedom, join our team!
SNC is an Equal Opportunity Employer committed to an environment free of discrimination. Employment decisions are made based on merit without regard to race, color, age, religion, sex, national origin, disability, status as a protected veteran or other characteristics protected by law.