Job Title: ITSM Process Manager
Location: Tyson VA - Virginia (Day onsite)
Implementation partner: HCL

Day one onsite

Job Description

The primary purpose of this job is to manage the change, Incident and Problem Management processes so that they contribute to a stable production environment while also supporting ITs efforts to move the business forward with new technology initiatives. The ITSM Process Manager will ensure that incidents, problems and changes are managed effectively, minimizing the impact to PenFed members and internal customers. In addition, this position will work with IT teams and stakeholders to implement well planned changes reduce the number and frequency of incidents and improve service recovery times. This position will also focus on maintaining efficient and effective processes and promoting an environment that drives continual process improvement.

Education and Experience

• Minimum of five (5) years' of experience in an area such as network, distributed, IT Services, Workforce Technology or mainframe is required.
• Proficient in Change Management, Problem Management, andIncident Management in an ITIL environment is preferred.
• Experience in Service Delivery is preferred
• Experience and administration of IT Alerting Tool for Incident Management
• Experience and application owner of ITSM tool module \ improvements
• High proficiency with creating and presenting management reports and Dashboards
• Financial services or other regulated industry experience is preferred.

Licenses and Certifications

• ITIL certification required
• Application Monitoring and Alerting Tool a plus