ITIL Subject Matter Expert

• Provide ITIL subject matter expertise for the firm.
  
• Lead efforts with key stakeholders and subject matter experts to analyze design and implement updates to existing processes or creation of new processes.
  
• Lead divisionwide initiatives by identifying deliverables creating plan/schedule and guiding resources assigned.
  
• Lead Implementation of new features and functionality in the service management application
  
• Manage the team s work queues to ensure team workload is addressed and completed.
  
• Participate in projects and work requests fulfilling work activities and acting as a liaison for the ITIL Services team.
  
• Develop dashboards and metrics to measure delivery of services and process maturity.
  
• Create maintain and publish documentation including user documentation processes and procedures and ITIL Services SharePoint site pages.
  
• Participate in internal user group meetings with businessfacing and ITfacing customers.
  
• Provide leadership mentoring knowledge transfer and guidance to team.
  
• Adhere to and recommend improvements to the team s processes and procedures.
  
• Assist in developing strategies for Service Management function.
  
• Perform other duties as assigned.
  

Requirements

• Bachelor s degree in business Computer Science Information Systems or equivalent experience in lieu of degree required.
  
• Strong knowledge of IT Service Management processes; experience with administration or support of IT Service Management tool required.
  
• Cherwell experience preferred or any other IT Service Management tool.
  
• Knowledgeable in the areas of designated responsibility; ITIL certification preferred.
  
• Minimum of 4 years experience designing implementing and supporting business processes required; experience in IT Service Management required.
  
• Minimum of 4 years experience with Microsoft products required.
  
• Knowledgeable of project management and SDLC principles.
  

Benefits

• Medical Insurance Plans
  
• Prescription drug coverage with Home Delivery option
  
• Dental Insurance with child orthodontia feature
  
• Voluntary Vision Insurance
  
• Company matched 401K retirement plan
  
• Employee Assistance Plan
  
• Life Insurance with AD&D Coverage
  
• Long Term Disability Coverage
  
• Optional Short Term Disability Coverage
  
• Paid Time Off for Holidays Vacation Illness
  
• Employee Referral Bonuses