IT Service Management (ITSM) Process Owner (Asset, Lifecycle & Knowledge Management)


Job Details

IT Service Management (ITSM) Process Owner (Asset, Lifecycle & Knowledge Management)

Colorado Springs, Colorado

06/21/2021

39737

Direct Placement

Job Description



IT Service Management (ITSM) Process Owner (Asset, Lifecycle & Knowledge Management)

Position Description:

The IT Service Management (ITSM) Process Owner (Asset, Lifecycle & Knowledge Management) will provide the IT organization with reports and dashboards to help with process governance and actionable intelligence for the maturing of ITSM processes and initiatives. The ITSM Process Owner (Asset, Lifecycle & Knowledge Management)  has an advanced understanding of data analytics as well as the methodologies and techniques needed to provide actionable data in a readily understood format as it relates to the corresponding ITSM processes, KPIs, and overarching goals of IT Operations. This position will be the ITSM process owner for Asset and Lifecycle management, and Knowledge Management and will assist in the architecting of strategic priorities, business aligned processes, and ITSM initiatives acting as the advocate for process and data integrity, as well as  the establishment of process best practices, standards, policy, and proper data gathering and validating methods. The results will enable Ent to meet or exceed goals and metrics for various business and IT strategies.

Essential Job Duties and Responsibilities: 

Business Intelligence / Data Mining / Analysis

  • Answer business problems by using appropriate statistical and Data Mining technics on existing data.
  • Ad Hoc queries to discover patterns in data.
  • Analyze and interrupt the results of Data Mining and Business Intelligence analysis.
  • Creates data models in order to conduct analysis.
  • Uses knowledge of related data sources to increase accuracy and ease of data input and maintenance

ITSM Process Owner

  • Plan and manage the full lifecycle of all IT assets.
  • Maximize asset value.
  • Control asset costs
  • Manage risks.
  • Support decision-making about the purchase, re-use, retirement, and disposal of IT assets.
  • Meet regulatory and contractual requirements.
  • Establish integrated and systematic process for knowledge and asset management.
  • Build high interoperability knowledge environment.
  • Empower people to develop and share knowledge.
  • Develops partnerships with the consumers of the data analytics to understand business needs.
  • Trains on provided reports and dashboards, policy, process, standards, and best practices

Maintenance

  • Provides technical support and problem resolution for customer inquiries regarding the new and existing data analytics, policy, process, standards, and best practices.

Other duties as required

Minimum formal education required for this position:

Knowledge consistent with a Bachelor’s Degree in Computer Science, Data Analytics, Business Management, Accounting, Finance, Process Improvement or similar field of study.

 

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa.  For example, a requirement of “Knowledge Consistent with a Bachelor’s Degree in Accounting and 2+ years’ of accounting experience” could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master’s Degree in Accounting and 0 years of work experience.  

Minimum work experience:

4+ years’ combined experience in incident management, Problem Management, Change Management, Release Management in an IT operations, managed services, or service delivery environment.

Technical or specialized knowledge/skills:

  • ITSM
    • Advanced Understanding of ITIL and ITSM fundamentals with a focus on Asset and Lifecycle Management.
    • Experience with Knowledge Management.
    • Experience with implementing and Managing Knowledge process and lifecycle. Experience working with a CMDB.
    • Asset and Lifecycle Management Experience.
    • Understanding of IT organizations especially service desk or service delivery.
    • (Preferred) Cherwell experience.
  • Database core skills.
    • Knowledge of and experience with the following:
      • Report writing,
      • Business intelligence Data analytics.
      • Data structures.
      • Relational data modeling and architecture.
      • Data warehousing concepts and practices.
    • Knowledge of and demonstrated experience with the following technologies:
      • Power BI.
      • Microsoft SQL Server.
      • Microsoft SQL Server Integration Services (SSIS).
      • Structured query language (T-SQL).
      • SQL Reports.
      • Designing cubes/Tabular Data Models (TDM).
      • Writing queries against cubes and mining models using DAX.
      • (Preferred) Data mining techniques utilizing clustering, neural networks, decision trees, and other such data mining algorithms.

Certifications required:

  • Information Technology Infrastructure Library (ITIL) 3 or 4 Certification

Salary $80,475.20+ DOE

Full-time

Direct hire

Drug screen required


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