ITIL (ServiceNow)/( IT Service Management and service delivery capability)/F2F Required

Location: Des Moines, IA
Date Posted: 10-02-2017
ITIL (ServiceNow)/( IT Service Management and service delivery capability)/F2F Required
Desmoines , IA
12 Months
 
Short Description:
Overall responsibility (and lead facilitator) for the delivery, management and improvement of Office of Chief Information Officer (OCIO) services to support our customers and meet user needs
 
Complete Description:
Responsible for leading the development, implementation, sustainment, and continuous improvement in OCIO processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.
 
Relies on experience and judgment to plan and accomplish goals.  Performs tasks with increasing complexity and tasks requiring detailed analysis and research.  Creativity and independent decision making is required.  Reports to OCIO Business Services Division Administrator.
 
DUTIES AND RESPONSIBILITIES
 
Contribute directly to the strategy, development and quality of IT Service Management and OCIO’s service delivery capability.
Track all OCIO incidents and service request in ServiceNow to ensure effective delivery of OCIO service.
Create, monitor, and report on a comprehensive set of metrics and KPIs for OCIO services.
Own and lead the execution of the process development and improvement roadmap for all OCIO services.
Partner and collaborate with other teams to deliver OCIO services in a coordinated, customer focused manner.
Provide recommendations to OCIO leadership on business process issues and help to develop strategic roadmap for improvement.
 
QUALIFICATIONS
 
High-energy work ethic, ability to establish vision, drive change and deliver results.
Ability to facilitate cross-functional teams
Experience developing and managing SLAs, KPIs, and critical success factors for IT Services, processes, operations and work environments.
Possess strong communications skills
Ability to work on multiple concurrent projects
Ability to complete assignments timely and submit weekly status reports indicating progress on assigned tasks, performance against assigned project due dates, and identification and suggested resolution for issues having a potential to adversely impact performance and/or the project.
Ability to maintain a positive working relationship with coworkers, supervisors and customers and present a positive team environment and customer focus.
Ability to adhere to OCIO work rules.
 
REQUIREMENTS
 
5 years relevant experience including but not limited to IT service delivery, solutions implementation, project management, operations management, team leadership.
Experience with ServiceNow
Experience with ITIL prefered
 
Skill       
Required / Desired         
Amount              
of Experience
Build upon strategy, development and quality of IT Service Management and service delivery capability.
Required
5
Years
Track all incidents and service request it to ensure effective delivery of service. (Use ServiceNow)
Required
5
Years
Create, monitor, and report on a comprehensive set of metrics and KPIs for services.
Required
5
Years
Own and lead the execution of the process development and improvement roadmap for all services.
Required
5
Years
Partner and collaborate with other teams to deliver services in a coordinated, customer focused manner.
Required
5
Years
Provide recommendations to leadership on business process issues and help to develop strategic roadmap for improvement.
Required
5
Years
Ability to facilitate cross-functional teams
Required
5
Years
Experience developing and managing SLAs, KPIs, and critical success factors for IT Services, processes, operations and work environments.
Required
5
Years
relevant experience including but not limited to IT service delivery, solutions implementation, project management, operations management, tea
Required
5
Years
Experience with ServiceNow
Required
5
Years
Experience with ITIL prefered
Required
5
Years
 
Questions
Description
Question 1
The Contractor must report any disciplinary action, misdemeanor or felony convictions to the State for any temporary IT staff provided. Do you agree to this requirement?
Question 2
Absences greater than two weeks MUST be approved by CAI Management in advance, and contact information must be provided to CAI so that a resource can be reached during his or her absence. The client has the right to dismiss the resource if she or he does not return to work by the agreed upon date. Do you accept this requirement?
Question 3
This requirement falls under the e-RTR process. The candidate MUST submit their Right to Represent electronically following the process to be considered. Do you accept this requirement?
Question 4
Please list candidate's email address HERE that will be used when submitting E-RTR.
Question 5
For interviewing purposes, please indicate where this candidate is located.
 
Kiran Kumar
Key Business Solutions, Inc.
|| Office: 916 646 2080 Ext 224 || Fax: 916 646 2081 || Email: kiran@keybusinessglobal.com || Website: www.key-soft.com || Yahoo: kirankeysoft Gtalk: kiranjabukeysoft@gmail.com
Note: This email is not intended to be a solicitation.  Please accept our apologies and reply in the subject heading with REMOVE to be removed from our Mailing list.
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