ITSM Process Owner

Roles and Responsibilities

Key Responsibilities:

• Develop and maintain ITSM process documentation, including standard operating procedures (SOPs) and work instructions.
• Define and measure process metrics to monitor the effectiveness and efficiency of ITSM processes, identify trends and areas for improvement, and drive continuous improvement efforts.
• Work closely with stakeholders, including business units, IT teams, and vendors, to understand their requirements and ensure that ITSM processes are aligned with business needs.
• Lead and facilitate process improvement initiatives to optimize ITSM processes and increase efficiency and effectiveness.
• Identify and manage risks associated with ITSM processes, including service availability, security, and data protection.
• Collaborate with other IT teams to ensure that ITSM processes are integrated with other IT processes and systems.
• Communicate process changes and updates to stakeholders, including IT teams, business units, and customers.
• Provide training and support to IT teams and other stakeholders on ITSM processes and best practices.
• Manage process improvement initiatives and coordinate with other IT teams to ensure that improvements are implemented successfully.

These responsibilities are crucial for ensuring that ITSM processes are aligned with business needs, meet regulatory requirements, and are continually improving to meet changing business demands.

Configuration management database

• Maintain governance with the various CI, product, and/or service owners
• Approves or rejects CMDB requests for new CI selection and attribute determination.
• Partner with the CI owners to ensure the data is kept healthy and liaison with the CI owners to set up Data rules. Ex: IRE, attestation, retirement rules
• Review CMDB Health dashboard for data improvements
• Own, maintain and communicate the Configuration Management process
• Report on CMDB health to stakeholders
• Define and Design Data Model for CMDB in alignment with the CSDM Architecture
• Work with the Application Owners for Service Mapping
• Partner with EIT Data Governance Team to ensure the IT Data Management framework/IT Infra LC/ and Application Management Life cycle processes are established as CMDB is the core/spine of IT Data Management
• Good to have a ServiceNow Certified System Administrator Role so that this person has admin access to the CMDB

Key requirements - ITSM Process Owner role:

• Strong knowledge of ITSM frameworks such as ITIL
• Experience in managing ITSM processes such as Incident Management, Change Management, Problem Management, Service Request Management, and Configuration Management, Service Level Management
• Strong communication and interpersonal skills to interact with stakeholders, cross-functional teams, and customers.
• Ability to analyze process metrics, identify trends and areas for improvement, and implement necessary changes to optimize processes.
• Experience in creating and maintaining process documentation, standard operating procedures (SOPs), and work instructions.
• Experience in conducting process audits and ensuring compliance with regulatory requirements.
• Ability to lead and facilitate process improvement initiatives and ensure their successful implementation.
• Knowledge of IT service management tools and systems such as ServiceNow
• Knowledge of IT infrastructure and applications, including network, servers, databases, and applications.
• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.