• Drive incident, issue, and outage management, investigation, and restoration
• Monitor systems and trends and prevent the occurrence of incidents, problems, and errors, and improve overall performance
• Schedule, track and facilitate acceptance of changes to the production environments by using the applicable Configuration Management, Change Management, and Production Service Readiness processes
• Accountable for the lifecycle of Service Management processes, ensuring client satisfaction and management of risk to services
• Identify, log, monitor and escalate issues/outages and ensure timely assignment and resolution of incidents to meet SLA's
• Proactively preventing the occurrence of incidents, problems, and errors, via the identification, investigation and resolution of client and/or organizational Service Management issues
• Deliver appropriate and effective communications to client/management and/or 3rd party vendor on issue escalation and resolution at all stages
• Proactive prevention of problems via trend analysis, targeting support action and communication
• Associate/manage cost to delivery of service, first time right, e.g., change request implementations
• Discover, analyze, and document accurate information to support the effective management of events through their relevant processes, such as Change, Incident, and Problem Management

Skills: Incident Management, Problem Resolution, System Monitoring, Change Management, Service Lifecycle, Root Cause Analysis, Risk Mitigation, Performance Optimization

• Establish and maintain relationships with clients, technical domains, Service Delivery Managers, the leadership team, and global Service Management representatives
• Effective and comprehensive client and management reporting, driving quality commentary, identifying and interpreting trends and improvements
• Ensure adherence to existing and new processes and process changes for completeness, consistency, and conformity to Service Management documentation standards 
• Point of contact for the Service Management team for the transition of new clients and enhancements to existing services.
• Be responsible for the delivery of the Service Management interfaces aligned to client requirements and organizational dependencies
• Participate in client and/or Accenture meetings and demonstrations, either client-specific or as representatives of Service Management. 
• Have client knowledge and Service Management skills and expertise (SME)
• Governance of ITIL disciplines, ensuring compliance with industry and internal audit controls is met
• Up-to-date awareness and compliance with global processes, delivering a common, consistent approach to the customers and enabling trending, effective reporting, and removal of repeat or poor quality issues.
• Proactive participate and provide feedback on global processes as part of a continuous improvement program
• Creation of and maintenance, deployment, and institutionalization of all Service Management processes/procedures/documentation/tools/templates and reports

Skills: Client Relationship Management, Service Reporting, Process Governance, Transition Management, Service Delivery, ITIL Compliance, Continuous Improvement, Documentation Management

• Performs analysis for the management and recovery of virtual and physical infrastructure, personal computing endpoints, and software licenses
• Provides metrics via ServiceNow reporting.
• Ensures proper carrying out of inputs, outputs, and interfaces in asset and configuration management processes
• Reconciles asset and configuration items data.
• Supports the lifecycle of IT assets and configuration items (CIs) in the configuration management database (CMDB)
• Assists with issues relating to service asset and configuration management.
• Performs visual/onsite asset validation and record updates (e.g., new and existing High Value Asset records, ITAM, CMDB)
• Maintains inventory updates for the service catalog.
• Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics.

Skills: Asset Management, Configuration Management, Data Reconciliation, CMDB Maintenance, ServiceNow Reporting, Inventory Control, Infrastructure Recovery, IT Lifecycle Support

• Create and maintain an IT Service Management reporting framework, dashboards using data visualization tools that access data in different sources (ServiceNow and/or the Enterprise Data Lake, etc.), and deliver information and insights to business partners.
• Maintain the organization's KPI scorecard and Heatmaps
• End-to-end reporting of the company's IT organization’s infrastructure performance.
• Accountable for new and ad-hoc report needs on executive, financial, and operational levels.
• Be responsible for monitoring IT Service quality, identifying, driving, and tracking improvement activities.
• Analyze and query data using SQL to curate data sets that provide answers to challenging problems.
• Design and implement web solutions utilizing JavaScript technologies.
• Collaborate with different departments to design, test, and implement data visualization technologies.
• Translate partner needs to user stories and supporting wireframes using any UI design tools.
• Analyze, establish, and improve upon service management data visualization standards across the organization via the application of UI/UX design principles.
• Develop and share technical expertise in data visualization and data analytics tools.
• Build and promote automated reporting narratives for senior executive leadership.
• Research to remain up-to-date and knowledgeable regarding industry trends and emerging methodologies in anticipation of new business processes and system alterations.

Skills: Data Visualization, SQL Analysis, KPI Reporting, Dashboard Development, Service Quality Monitoring, UI/UX Design, Automation Reporting, Cross-Functional Collaboration

• Organize and transform information into comprehensible structures.
• Perform statistical analysis, identify correlations and patterns, and predict trends using operational data.
• Use tools and techniques to visualize data in easy-to-understand formats such as diagrams and graphs.
• Create, prepare, and present reports to management or internal stakeholders.
• Identify and recommend new ways to save costs by streamlining business processes.
• Monitor data quality and remove corrupt data.
• Communicate with management or internal stakeholders to understand data content and business requirements.
• Gather and process data to identify process performance areas.

Skills: Data Analysis, Data Visualization, Statistical Modeling, Trend Prediction, Report Generation, Process Optimization, Data Quality, Stakeholder Communication

• Interview management or internal stakeholders to determine the state and efficacy of existing processes.
• Meet with management or internal stakeholders to discuss areas of focus and improvement within the business.
• Design workflow and process strategies to improve business performance.
• Support the implementation of revised company processes and workflows.
• Monitor the efficacy of updated workflows.
• Monitor, measure, and provide feedback on process performance.
• Stay up to date with the latest business practices and technologies.
• Support process redesign workshops or lean events.
• Educate management or internal stakeholders responsible for managing and operating business processes.

Skills: Process Analysis, Workflow Design, Business Improvement, Performance Monitoring, Change Implementation, Process Optimization, Stakeholder Engagement, Continuous Learning

• Participates in the development, implementation and communication related to several Service Management processes, including Incident, Problem, Change, Configuration, Event, Knowledge, Request and Service Portfolio Management.
• Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and support processes.
• Provide business analysis support by identifying requirements for ITIL-based tools and applications, specifically ServiceNow and executing IT user acceptance testing.
• Work with development teams and project management on the implementation, enhancement, and support of IT service management tools (CMDB, ticketing system, etc.).
• Facilitate and gain agreement on Change Advisory Board required post and prep meetings.
• Define and build the key performance indicators and critical success factors for global IT services.
• Work with IT leadership to ensure alignment and adoption of processes and tools within the overall service management strategy.
• Act as advisor in recommending continual service improvements to operational activities that will enhance service robustness and reliability in the Change Management Process and other processes.

Skills: ITSM Process Management, ServiceNow Implementation, Business Analysis, Change Management, Tool Enhancement, KPI Development, Process Alignment, Continuous Improvement

• Manages change/release Management lifecycles from intake to outcomes.
• Develops strong relationships with other business leaders and IT department heads.
• Oversees and ensures change/release practitioners adhere to all necessary approvals.
• Ensures Requests for change/release accurately depict risks, impact, schedule, testing, plans, and communications.
• Supports change/release planning and prioritization through identifying and conveying strategic Change/Release objectives and Change/Release benefits, as well as resource availability, capacity, and skillsets.
• Calculates change/release metrics/ratios, locates errors in change/release data flow, computes rate, ratio, and percentages, including the drafting and interpretation of graphs with trends.
• Assists with removing obstacles to ensure the success of changes/releases.
• Reinforces and promotes established Change/Release frameworks for robust change/release Management, including global IT methodologies
• Ensures that common standards for documentation and delivery are met across all changes/releases.
• Coordinates and conducts implementation reviews of Change/Release with the Change Advisory Board, technical leads, and Change/Release practitioners.

Skills: Change Management, Release Management, Stakeholder Collaboration, Risk Assessment, Strategic Planning, Data Analysis, Process Governance, Implementation Review

• Facilitate the documentation of IT services and processes for operational readiness (i.e., support models)
• Provide support for lifecycle management of ITSM-related policies and standards
• Review and analyze existing IT services and processes per requirements, documenting and addressing necessary actions
• Coordinate with Process Owners in the development or updating of IT services and processes
• Apply process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements.
• Define and maintain requirements for service and process performance measures
• Monitor and analyze performance metrics to identify and support the implementation of performance-based improvements.
• Provide technical assistance, analysis, and documentation of the current environment
• Create and maintain dashboards and reports
• Support and troubleshoot ServiceNow Applications and Systems.

Skills: Process Documentation, ITSM Governance, Service Analysis, Process Improvement, Performance Metrics, Dashboard Reporting, Technical Support, ServiceNow Administration

• Manage the work intake process through Incidents and Service Requests
• Interrogate IT Service Management data (across all ITIL Disciplines and processes) to identify themes and trends and measure IT Service performance
• Create performance reports and packs (in PDF, Excel, and other formats), including KPI reports to demonstrate where performance has been good, or where there are areas of underperformance and service improvement
• Write queries against tables to create service performance dashboards in both Service Now and Power BI
• Modification of existing reports to support new requirements, which includes developing, testing, deploying, automating, and scheduling existing and new reports using ServiceNow and Power BI
• Manage and liaise closely with stakeholders to deliver reporting requirements.
• Manages the processes used to develop and maintain service offerings and knowledge base articles for Northwestern IT’s employees and customers.
• Regularly updates service catalog and knowledge base process documentation.
• Consolidates feedback and recommends process improvements to increase the quality and consistency of support services provided to the community.
• Develops Management standards, plans, and procedures
• Manages Configuration Management tools, resources, and technical requirements
• Manages and coordinates the day-to-day Data Cleansing processes and activities

Skills: Incident Management, Data Analysis, KPI Reporting, Power BI Development, ServiceNow Reporting, Stakeholder Management, Knowledge Management, Process Improvement

• Service management experience in a Technology/IT environment, focusing on implementing ITIL frameworks.
• Experience implementing Service Level Agreements with associated metrics.
• Demonstrated experience in managing and maintaining technology and service delivery platforms in highly available enterprise environments.
• Experience in process improvement and/or creation.
• Familiarity with project tracking applications JIRA.
• Mastery in both business process optimization and organizational change management methodologies.
• Proficient in ITIL with first-hand experience working with continual service improvement.
• Successful history of working cooperatively with peers and executives to identify, implement and maintain leading workplace tools and technologies.
• Proven track record of successful experiences in transformation initiatives, inclusive of people, processes, and technology.
• Outcome-driven with strong organizational change management (OCM) skills, who can identify opportunities for improvement and create solutions
• Proficient in all MS Office products.

Qualifications: BS in Information Technology with 8 years of Experience

• Must have ITIL v3/2011 Foundation certification, with advanced Intermediate certification in ITIL's Service Operations or Operational Support and Analysis certification.
• Experience with Incident, Problem and/or Change Management as well as process improvement in a technology organization, or an equivalent combination of education and experience, both within a process area and IT Service Management tools.
• Experience with SQL, extracting and loading data, running queries
• Familiarity with RemedyForce or other ticketing systems would be ideal
• Extensive background in measurements of IT, services, deliverables and inputs.
• Must have a strong knowledge of ITIL processes and project management experience.
• Advanced knowledge of computer software, Excel, Word, PowerPoint, PowerBI
• Proficient relationship-building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
• Possess proficient analytical, problem-solving solving and decision-making skills
• Strong verbal and written communication skills, problem-solving skills 
• Strong ability to work independently and manage one's time
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease

Qualifications: BS in Computer Science with 9 years of Experience

• ServiceNow Certified System Administrator Certificate
• ITIL V3 or 4 Foundations Certificate.
• Additional ITIL training/certifications
• Work experience and related study, with a strong background and understanding of the various functions of an IT department.
• Experience in Service Management, with a solid understanding of industry best practices (including change management, incident management, problem management, configuration management, vendor management).
• ServiceNow development, configuration, and administration experience.
• Ability to prioritize and manage several tasks simultaneously with minimal supervision.
• Excellent written and oral communication skills to communicate with both technical and business team members/stakeholders and external service providers.
• Strong focus on customer service.

Qualifications: BS in Management Information Systems with 7 years of Experience

• Experience managing multiple clients/stakeholders/projects simultaneously.
• Working knowledge of several processes, including Catalog Management, Configuration Management, Incident Management, Service Portfolio Management, Demand Management, and Change Management.
• Solid understanding of ITSM and industry best practices.
• Strong technical writing and process documentation skills
• Be able to drive the definition of guidelines based on stakeholder requirements and process goals
• Exceptional analytical and problem-solving skills
• Ability to work independently in a remote environment
• Ability to establish a solid working relationship with Service Delivery Managers, IT Technical Subject Matter Experts, technical staff, and business leaders
• Ability to drive issues to closure and work well within a deadline-driven environment.
• Ability to make recommendations for changes and improvements to tools and processes.
• Must be self-motivated, proactive, positive, and enjoy the challenges of planning and solving problems in a complex and unpredictable work environment.

Qualifications: BS in Business Information Technology with 8 years of Experience

• Certifications from ITIL Foundations or similar.
• Familiarity with change, SACM, incident, and problem processes.
• Familiarity with ServiceNow CMDB, logical and physical server types, and network concepts (e.g., routers, switches, firewalls, NAT, load balancing).
• Basic understanding of IT infrastructure.
• Excellent oral and written communication skills.
• Strong analytical and evaluative abilities.
• Ability to discuss technical matters with businesspeople and business matters with technical people.
• Ability to prioritize projects, conduct research, and coordinate the work of others.
• Problem-solving and organizational skills.

Qualifications: BS in Data Analytics with 4 years of Experience

• ITIL knowledge or certification
• Experience in creating, managing, and maintaining process diagrams and process definition documents
• Advanced understanding of business functions, workflows, and processes.
• Detailed knowledge of workflow and process control software
• Incident and Problem analysis and trending experience
• Knowledge of Software Development and Quality Standards/Frameworks, e.g., ITIL, Agile
• Experience with Microsoft SharePoint
• Ability to maintain a professional demeanor and communicate in a professional, respectful, and collaborative manner
• Proficiency with Microsoft Office
• Ability to organize and prioritize workload, adaptable to changing conditions and priorities.
• Familiar with support ticket environment, well-versed in the use of incident management tools such as Jira and ServiceNow

Qualifications: BS in Information Systems with 6 years of Experience

• Experience as an IT Security professional supporting Windows and UNIX or mainframe-based applications in a multi-tiered environment.
• Experience with Threat and data protection tools, such as CrowdStrike, Symantec ATP/EDR/SDCS, SEP 14, Qualys, Symantec DLP(Endpoint and Network), CASB, Encase, WAF
• Must have UNIX/Linux administration/application support experience in the security space.
• Understanding of compliance and governance, and how it relates to audit.
• Understanding of enterprise-level access control solutions on a variety of platforms.
• Knowledge of IT Security principles, SOX, and PCI regulations
• Excellent understanding of cloud-based security
• Excellent understanding of network technology
• Excellent understanding of the ServiceNow platform
• Excellent problem-solving and troubleshooting skills
• Experience with client-based security tools
• Excellent communication skills
• Excellent analytical skills to troubleshoot and diagnose issues
• Ability to multitask and work under pressure
• Self-motivated and able to take initiative

Qualifications: BS in Computer Information Systems with 8 years of Experience

• Previous experience working within an Incident Management team
• Working knowledge of and proficiency with MS Office (Outlook, Excel, and Word, Teams) and other computer applications
• Previous customer service experience
• Previous experience working with ERP systems 
• Knowledge or experience in working with/on an IT Service Desk
• Strong communication skills and stakeholder management
• Excellent organizational and problem-solving skills
• Passionate and professional, ready for a new challenge in a fast-paced environment
• Ability to work remotely and on-site

Qualifications: BS in Operations and Information Management with 3 years of Experience

• Experience of, or keen interest in, IT Security
• Wide experience in driving through burn-down/remediation plans to completion
• Knowledge of working within a SIAM operating model
• ServiceNow or similar IT Service Tool experience
• Intermediate to Advanced Excel skills
• Ability to elicit and define requirements, create stories and groom backlog
• Ability to analyze ITSM data to gain, document and share insights
• Ability to produce reports and newsletters/communications around ITSM data
• Must be self-motivated and capable of managing suppliers and other stakeholders to deliver quality output on time.
• Be able to work independently under tight deadlines.
• Must be able to prioritize issues and professionally deal with senior stakeholders.

Qualifications: BS in Software Engineering with 5 years of Experience

• Direct experience in IT Service Management process support or operational activities
• Experience in an analytical role with a preference for process analytics
• Superior analytical and problem-solving abilities
• Understanding of IT Service Management practices and supporting technology, ServiceNow experience
• Strong project management skills
• Excellent verbal communication skills, ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
• Demonstrates patience and understanding with a strong desire to help and support people.
• Ability to prioritize and manage several tasks simultaneously with minimal supervision.
• Must be a self-starter with the ability to work in a fast-paced, team environment.

Qualifications: BS in Information Science with 4 years of Experience