Job Summary: 

• Analyzing, documenting, and proposing the structure of the following examples of Release Management (RM)
• Analyze and communicate likely impacts of the new release to technology and business areas.
• Work with production application managers/delivery team leads to ensure scheduled changes take place with little or no impact to the business
• Ensure that policy, regulatory and control requirements are satisfied through execution of standard transition checklists and procedures.
• Ensure all application documentation is properly updated and a sign-off has been received at each phase of the cycle.
• Adhere to configuration management standards and methodologies when overseeing the software development cycle through test environments and production implementation.
• Manage all aspects of the end-to-end build and release process.
• Plan and manage changes and other deployment activities following change management, configuration management, project management and ITIL processes as per customer policies and procedures.
• Produce and manage a forward-looking timeline for release windows and cycles across a portfolio of applications.
• Conduct Release readiness, milestone, and business go/no-go reviews.
• Accountable for designing and documenting the end-to-end release processes to promote the highest level of quality in a technology implementation release to include processes, roles and responsibilities of the Release Management function
• Document all cross-functional team dependencies and consider business priorities when scoping, planning and certifying an application change release into the production environment.

Skills on Resume: 

• Release Planning (Hard Skills)
• Impact Analysis (Hard Skills)
• Change Management (Hard Skills)
• Configuration Management (Hard Skills)
• Process Documentation (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Risk Mitigation (Soft Skills)
• Team Coordination (Soft Skills)

Job Summary: 

• Be responsible for the service delivery process, Incident Management, and the CBC Request Center. 
• Ensures compliance with existing processes and active engagement with all IT departments.
• Develops, implements and monitors processes and controls to ensure service quality is maintained to meet Service Level Agreements.
• Maintains day-to-day responsibility of coordinating incident escalations with the IT Support Center Team Lead.
• Develop, produce and review Key Performance Indicators (KPIs) that identify the success of the services being utilized. 
• Review actual service performance against SLOs.
• Coordinate activities between various teams to facilitate the provision of services and incident resolution.
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with Incident Management and CBC Request Center.
• In conjunction with the Support Center and Level 2 teams, create and maintain a Knowledgebase Repository for Incident Management.
• Be responsible for the process to deliver IT Communications, including but not limited to application upgrades, system outages and general notifications.
• Maintain working knowledge of IT Service Management trends to improve service to customers, business users and information technology needs. 
• Maintain an awareness of healthcare industry trends and Capital BlueCross Corporate Strategy.

Skills on Resume: 

• Service Delivery (Hard Skills)
• Incident Management (Hard Skills)
• Process Compliance (Hard Skills)
• Performance Monitoring (Hard Skills)
• Team Coordination (Soft Skills)
• Service Improvement (Soft Skills)
• Knowledge Management (Hard Skills)
• Customer Communication (Soft Skills)

Job Summary: 

• Coordinate cross-functional teams towards task completion
• Assists in the implementation of all facets of the ITIL methodology within the organization
• Assists in the continual service improvement of all the implemented processes within the organization
• Be responsible for coordinating problem resolution involving internal support groups, vendors, etc, and managing any roadblocks
• Assists in identifying and planning for key ITSM process improvement
• Executes the key ITSM process tasks in adherence to corporate best practices
• Creation of the documentation and knowledge articles that support IT service management processes
• Ensures the quality of the Known Error record and the Knowledge Database is maintained

Skills on Resume: 

• Team Coordination (Soft Skills)
• ITIL Implementation (Hard Skills)
• Service Improvement (Soft Skills)
• Problem Resolution (Soft Skills)
• Process Planning (Hard Skills)
• Task Execution (Hard Skills)
• Documentation Creation (Hard Skills)
• Knowledge Maintenance (Hard Skills)

Job Summary: 

• Contributes to management and peers to document and analyze ITSM process reporting and change process requirements, and ensures all deliverables are completed
• Provides consultation to customers on appropriate change management methodologies.
• Implements project plans, rolls out communications and training materials.
• Draft an accurate documentation of the process, procedure, and reporting.
• Identifies and recommends best practice alternative approaches for reporting and ITSM process methodologies.
• Works closely with team members, customers, colleagues, and other stakeholders to continually improve performance and increase efficiencies while maintaining process compliance and encouraging best practices.
• Interprets process data using a variety of techniques, ranging from simple data aggregation to more complex statistical analysis.
• Participates in ITSM process analysis and design.
• In preparation for regular and ad-hoc review, assists in the development of RFCs by participants, including the evaluation of impact, risk, communication, and potential conflicts with other Requests for Change.
• Facilitates weekly Change Advisory Board and ad-hoc Emergency Change Advisory Board meetings
• Documents all CAB and ECAB actions and decisions.
• Develops and presents data reporting and visualization products, particularly for service desk data.
• Provides ad-hoc and regular metrics and reporting for management.
• Reviews transactional issue data and identifies/reports potential process issues.

Skills on Resume: 

• Process Analysis (Hard Skills)
• Change Management (Hard Skills)
• Project Implementation (Hard Skills)
• Documentation Writing (Hard Skills)
• Best Practices (Soft Skills)
• Data Interpretation (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Report Development (Hard Skills)

Job Summary: 

• Analyses data and trends to refine metrics and identify improvement opportunities
• Maintains, reviews, and analyzes data, tables, and reports for inconsistencies, troubleshoots data integrity issues, and develops a clean-up strategy
• Exercise sound judgment while analyzing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness for business leaders.
• Understand the tools, end-to-end, to develop custom reporting that will vary in frequency for daily, weekly, monthly, and quarterly reporting
• Prepare concise, comprehensive, and level-appropriate reports and dashboards across all ITSM disciplines
• Develop simple and easy-to-view reports and make data appropriate for a variety of user groups
• Identify opportunities to enhance reporting efficiency and methodology
• Support routine day-to-day report building and analysis
• Evaluate data sets to determine trends and anomalies

Skills on Resume: 

• Data Analysis (Hard Skills)
• Trend Evaluation (Hard Skills)
• Data Integrity (Hard Skills)
• Report Development (Hard Skills)
• Dashboard Creation (Hard Skills)
• Analytical Judgment (Soft Skills)
• Reporting Optimization (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary: 

• Align stakeholder objectives and KPIs to develop performance measurement plans
• Design and create Performance Analytics content in Service Now that maps to the performance measurement plan
• Present reports, performance measurement plans, and designed analytics to both stakeholder and internal audiences
• Lead process improvement programs related to IT Service Management processes and procedures
• Collaborate with IT teams and other departments to review existing processes, capture operational challenges, and develop business requirements for improvement
• Review and analyze satisfaction surveys, summarize findings, and work with service delivery team leads to determine remedial actions
• Collaborate with other teams on reporting, change, and satisfaction capabilities
• Support continuous improvement and organizational development activities
• Create service management metrics, reporting, and analysis

Skills on Resume: 

• Performance Planning (Hard Skills)
• Data Visualization (Hard Skills)
• Stakeholder Presentation (Soft Skills)
• Process Improvement (Soft Skills)
• Requirements Analysis (Hard Skills)
• Survey Analysis (Hard Skills)
• Cross Collaboration (Soft Skills)
• Continuous Improvement (Soft Skills)

Job Summary: 

• Coordinate the overall architecture of the ITSM platform, from strategy, design, transition and operation and ensure the platform functions as a value-added business enabler.
• Lead the development of new internal programs or modifications of current systems.
• Implement, operate and improve IT service management operations, particularly incident management, change management, problem management, request management, knowledge management and configuration management processes.
• Review higher priority/difficulty individual service quality complaints with IT Service teams and customers.
• Create IT Services' view of the impact that the ITSM program can have on the IT budget if addressed in contrast with the current spend.
• Organize and participate in managing the change review meeting (CAB) and coordinate the communication with stakeholders to ensure the success of change implementation.
• Monitor the daily operation of the ITSM processes to ensure good execution and compliance, identify and address any non-compliance or cross-technology process improvement initiatives.
• Act as a subject matter expert for process integration and automation opportunities.
• Collaborate with service owners and teams to ensure that all applicable IT policies and procedures are followed.
• Lead and collaborate with TCH IT Service teams and managed service partners to ensure that established SLAs are achieved, reported against, and escalated.
• Analyze, summarize, and present monthly reports and metrics to identify support team trends and implement improvements.

Skills on Resume: 

• ITSM Architecture (Hard Skills)
• Program Development (Hard Skills)
• Process Implementation (Hard Skills)
• Quality Management (Hard Skills)
• Change Coordination (Soft Skills)
• Process Compliance (Hard Skills)
• Automation Integration (Hard Skills)
• Performance Reporting (Hard Skills)

Job Summary: 

• Analyze ticket analysis to identify trending data and implement solutions
• Coordinate and approve reviews of KB articles with appropriate teams, ensuring the Service Desk has the most up-to-date knowledge.
• Identify and communicate process outages for the appropriate ITSM processes.
• Work together with business users to gather facts and analyze improvement opportunities on operational processes and tools.
• Perform discovery and design workshops with other members in the Service Management team to produce improvement proposals on ITSM processes and practices.
• Lead the rollout of new processes or improvements on existing processes or tools, or systems, and provide necessary training to the operation team.
• Ensure process adoption and compliance through communication and training.
• Review and approve any improvements regarding processes, reporting, communication, training, and tools.
• Provide support and a proposal to service owners with a view to continuously improving service quality.
• Maintain the documentation and knowledge articles that support IT service management processes.
• Deliver training and communications to promote the IT service management processes and practices in the IT community and the user community.
• Manage periodic reviews of all knowledge articles.

Skills on Resume: 

• Data Analysis (Hard Skills)
• Knowledge Management (Hard Skills)
• Process Monitoring (Hard Skills)
• Process Improvement (Soft Skills)
• Workshop Facilitation (Soft Skills)
• Process Implementation (Hard Skills)
• Training Delivery (Soft Skills)
• Service Quality (Soft Skills)

Job Summary: 

• Develop and review daily/weekly reports that enhance the support team’s ability to improve the delivery of their services.
• Develop and review monthly reports that illustrate support team effectiveness from month to month.
• Develop and review ITSM Reports by the IT Services organization.
• Lead ITSM Meetings and escalate approvals.
• Oversee and maintain the respective ITSM dashboard.
• Communicate ITSM management compliance to managers/directors.
• Oversee the TCH IT Service teams and managed service partners to ensure that established SLAs are achieved, reported against, and escalated.
• Serve as a point of contact for ITSM providers for ITSM-related support services.
• Host regularly scheduled meetings with ITSM providers to review Metrics, Issues, Maintenance, and Innovation.
• Tracks and manages major incidents through the complete incident life cycle, and identifies solutions to prevent the recurrence of incidents.
• Ensure communication to the Service Desk takes place during outages
• Request front-end message updates from Service Desk
• Update DPFA monitors to communicate relevant information.
• Assist with IT Notification communications

Skills on Resume: 

• Report Development (Hard Skills)
• Dashboard Management (Hard Skills)
• Meeting Facilitation (Soft Skills)
• Compliance Communication (Soft Skills)
• SLA Management (Hard Skills)
• Incident Management (Hard Skills)
• Vendor Coordination (Soft Skills)
• Outage Communication (Soft Skills)

Job Summary: 

• Provide advanced expertise in elevating SLA and improving service delivery to customers
• Act as subject matter expert for one or more infrastructure and operations processes and services
• Support project planning and execution for infrastructure projects
• Develop and maintain operational reports and dashboards for accomplishments, SLA reporting, incident, problem and change reporting
• Measure the performance of ITIL-based processes and make recommendations for improvements
• Develop the automation for the collection and reporting of operational data, service levels, and KPI’s
• Perform root cause analysis and data mining out of ITSM tools to generate and present reports
• Manage communications to business partners for service-impacting changes
• Act as a customer liaison and advocate for internal and/or external IT consumers
• Create and maintain technical and process operations manuals and guides

Skills on Resume: 

• Service Improvement (Soft Skills)
• Process Expertise (Hard Skills)
• Project Management (Hard Skills)
• Report Development (Hard Skills)
• Performance Measurement (Hard Skills)
• Data Automation (Hard Skills)
• Root Cause (Hard Skills)
• Customer Communication (Soft Skills)

Job Summary: 

• Serve as an ITIL process engineer and subject matter expert
• Process development and documentation
• Plan and facilitate workshops for ITSM continuous service improvement
• Assist process owners with ITIL process development
• Develop targeted training material for each of the adopted processes and facilitate ITIL and Cherwell training
• Research industry best practices to improve processes and procedures for IT service delivery
• Cherwell Service Management Subject Matter Expert and product owner
• Lead the review and management of the Cherwell enhancement backlog
• Assist with the development of the service design process for new services
• Meet with management teams and customers at all levels as part of Business Relationship Management
• Gather, analyze, and report data to support recommendations and drive decision-making
• Develop regular and ad hoc reports and dashboards for tracking program and process Key Performance Indicators, and be able to present to Executive, Senior, and Mid-level management
• Track metrics to help improve service delivery
• Development and Monitoring of Service Level Agreements and Operational Level Agreements
• Apply Lean IT and Agile principles to process development
• Lead the development of knowledge management practice 

Skills on Resume: 

• Process Engineering (Hard Skills)
• Workshop Facilitation (Soft Skills)
• Training Development (Hard Skills)
• Best Practices (Hard Skills)
• Product Ownership (Hard Skills)
• Service Design (Hard Skills)
• Data Reporting (Hard Skills)
• Relationship Management (Soft Skills)

Job Summary: 

• Provide ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders.
• Manages, reports, and communicates on the global performance of the ITSM processes.
• Provide specific ITSM processes (such as Change Management and Service Asset and Configuration Management) support to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings.
• Consistently meet deadlines for project deliverables, such as process guides, strategic road maps, etc.
• Communicate and partner with customer service owners and managers on service management process improvements.
• Communicate expectations to project team members and stakeholders in a timely and effective fashion, continuously manage objectives, and hold project team members accountable for delivery.
• Lead projects to execution and help project teams maintain an overall project vision with supporting project plans.
• Refine project execution approach using project management standards and best practices.

Skills on Resume: 

• ITSM Expertise (Hard Skills)
• Performance Reporting (Hard Skills)
• Change Management (Hard Skills)
• Documentation Preparation (Hard Skills)
• Process Improvement (Soft Skills)
• Team Communication (Soft Skills)
• Project Leadership (Soft Skills)
• Project Management (Hard Skills)

Job Summary: 

• Updates the asset tracking database, including the creation of and updates to hardware and software records.
• Performs inventory receipt of inbound IT assets.
• Logs items into the inventory system and implements annual inventory attestations.
• Executes periodic asset discovery and audit tasks.
• Generates asset management reports.
• Updates content on the intranet site with current asset management information.
• Processes mobile device orders and ensures delivery to the appropriate department for end-user deployment.
• Manages the mobile device lifecycle within the Configuration Management Database (CMDB).
• Uploads software licenses into the asset management tracking tool.

Skills on Resume: 

• Asset Management (Hard Skills)
• Inventory Control (Hard Skills)
• Data Entry (Hard Skills)
• Audit Execution (Hard Skills)
• Report Generation (Hard Skills)
• Content Updating (Hard Skills)
• Order Processing (Hard Skills)
• License Management (Hard Skills)

Job Summary: 

• Coordinates activity/schedules and ensures that change request processing complies with user requirements.
• Assists the project leader/user community with the submission of change requests.
• Provides support for the change request life cycle.
• Ensures appropriate documentation for change control activities
• Ensures the information is current and meets all change standards and requirements.
• Maintains approval groups and submits requests to modify groups to the Remedy Support Organization.
• Provides ongoing communication and training for Enterprise Management processes and policies to district, change Initiators, and approvers.
• Ensures that all information systems products and services meet Enterprise change standards and end-user requirements.
• Assist with documenting all required information in accordance with change management policies and procedures.

Skills on Resume: 

• Change Coordination (Soft Skills)
• Request Support (Soft Skills)
• Lifecycle Management (Hard Skills)
• Documentation Maintenance (Hard Skills)
• Standards Compliance (Hard Skills)
• Group Administration (Hard Skills)
• Process Training (Soft Skills)
• Policy Adherence (Hard Skills)

Job Summary: 

• Drive continuous process improvement, including regular updates of the process and procedural documentation to increase competency and efficiency of the in-scope processes.
• Work with the IT Service Management team to identify, design, and operationalize the critical success factors and related Key Performance Indicators for the accountable IT Service Management processes
• Assist with varied project delivery tasks and/or testing
• Process management and improvement expertise.
• Work independently with limited supervision in a follow-the-sun scheduling environment
• Detailed and comprehensive understanding of IT change management processes.
• Deal with and coordinate the requirements of multiple business units, other customers of a centralized information technology group, and a complex mixture of internationally based Managed Service Providers
• Assist in the inner-team audit of changes carried out to ensure process compliance and integrity
• Assist in the identification of improvement items and assist with training and or process revisions to close process and/or knowledge gaps.

Skills on Resume: 

• Process Improvement (Soft Skills)
• Performance Measurement (Hard Skills)
• Project Assistance (Hard Skills)
• Process Management (Hard Skills)
• Independent Work (Soft Skills)
• Change Management (Hard Skills)
• Cross Collaboration (Soft Skills)
• Process Compliance (Hard Skills)

Job Summary: 

• Establish strong ITIL-based process governance across the organization
• Develop Service Level Agreements with Manulife Business Units and provide means to monitor and improve service delivery output and operational excellence.
• Collaborate with various technical teams to deliver business process reengineering programs across the organization.
• Create, recommend, and deploy technology and process improvement tools, best practices, and workflow improvements.
• Be responsible for Governance, Reports, and Continuous Service Improvement.
• Ensure compliance with work process standards and guidelines.
• Drive team optimizations through process discoveries.
• Support the Problem Manager in maintaining accurate records for known errors and active problems
• Perform root cause analysis on critical incidents to drive a reduction in service impacts

Skills on Resume: 

• Process Governance (Hard Skills)
• SLA Management (Hard Skills)
• Business Collaboration (Soft Skills)
• Process Improvement (Soft Skills)
• Service Reporting (Hard Skills)
• Standards Compliance (Hard Skills)
• Team Optimization (Soft Skills)
• Root Cause (Hard Skills)

Job Summary: 

• Be responsible for the administration of Service Management Systems and content, while supporting the initiatives of the Service Management team to develop and implement solutions to drive efficiency and consistency in the delivery of IT Services across the organization. 
• Develop and maintain information and knowledge content for the organization to enable worker productivity, improve customer experience, and business decision-making with accurate, timely, and consistent information. 
• Prepare and maintain documentation of projects, IT procedures, emails, knowledge articles and other related information
• Provide ongoing application support for service management systems, including application problem resolution and report development
• Participate in and implement projects in conjunction with service managers and IT partners
• Analyze service management systems, content, or processes to provide recommended solutions to improve and streamline processes
• Develop and maintain internal MS SharePoint sites.
• Identify redundancies among existing and proposed infrastructure service efforts, and determine which redundancies need to be eliminated.
• Support execution and drive the simplification of the following processes and the Services Lifecycle Framework

Skills on Resume: 

• System Administration (Hard Skills)
• Knowledge Management (Hard Skills)
• Documentation Maintenance (Hard Skills)
• Application Support (Hard Skills)
• Process Analysis (Hard Skills)
• SharePoint Management (Hard Skills)
• Redundancy Elimination (Soft Skills)
• Process Simplification (Soft Skills)

Job Summary: 

• Supports and coordinates the resolution of Major IT Incidents within the TU UK environment.
• Works alongside TU UK Incident Managers to ensure Major Incidents are resolved in line with SLAs, supporting them in driving to resolution
• Ensures consistency across the process, identifying and leading on process improvement initiatives
• Provides communication to internal and external stakeholders and facilitates Post Incident Reviews
• Works closely with the Service Desk and IT resolver teams to assess Incident impact and urgency
• Trends analyzes data to identify trends, proactively analyzing data and highlighting anomalies or areas for investigation.
• Manages service delivery issues and risks across the portfolio of in-scope systems and managed services.
• Performs quality management and standardization over the portfolio of managed services, including SLA and KPI compliance.
• Manages service delivery and quality lapses with clear action plans and mitigation options.
• Provides major incident management for critical and high-priority infrastructure incidents.
• Provides regular service level reporting to relevant internal and business stakeholders.
• Manages senior leadership meetings and Steering Committee meetings, covering SLAs, KPIs, incident trends, and analysis

Skills on Resume: 

• Incident Management (Hard Skills)
• Process Improvement (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Data Analysis (Hard Skills)
• Risk Management (Hard Skills)
• Quality Assurance (Hard Skills)
• Service Reporting (Hard Skills)
• Leadership Coordination (Soft Skills)

Job Summary: 

• Maintains the regular review process with suppliers, which covers
• Review outstanding actions from previous Reviews.
• Reviews Service Levels and targets.
• Initiates any actions required to maintain or improve Service Levels
• Acts as a coordination point for changes to infrastructure changes
• Ensures that appropriate changes are assessed for their impact on service levels
• Performs operational activities according to Configuration Management policies and procedures
• Work to fulfill Configuration Management Service Requests
• Engages with strategic projects to ensure Configuration Management can deliver required functionality within project timeframes
• Oversees the design, coding, and testing of reports

Skills on Resume: 

• Supplier Management (Hard Skills)
• Service Review (Hard Skills)
• Change Coordination (Soft Skills)
• Impact Assessment (Hard Skills)
• Configuration Management (Hard Skills)
• Request Fulfillment (Hard Skills)
• Project Engagement (Soft Skills)
• Report Development (Hard Skills)

Job Summary: 

• Assist IT service delivery, asset management, contract management (hardware products and software licenses, cloud services subscription, etc), and discrepancy analysis.
• Be responsible for generating requisition requests in financial management systems, and end-to-end IT Procurement process support for technology products and services via various vendors' procurement sites.
• Service billing and usage entry, general asset management, and asset reporting.
• Assist with renewing contracts and service agreements.
• Contact with internal customers, stakeholders, and external vendors via email and/or phone
• Support the development of a consistent Technology Service Catalog, including Core TI and APS services, and document all teams' roles in their delivery. 
• Develop a clear mapping of TI services to Business Services being defined across the enterprise (Services Taxonomy, Inter-affiliate, Resiliency MRA, and TSLA).
• Support the Service Managers and Product Managers in the development and maintenance of all infrastructure service offerings
• Process analysis and optimization of TSLA production, including low-code automation
• Conduct the evaluation of Request for Change (RFC) submissions to ensure that proper change documentation, following minimum quality and controllership standards, occurs to provide a smooth transition for changes to the IT environment.
• Be responsible for chairing and documenting CAB (Change Advisory Board) meetings for change reviews, including compilation and management of meeting agendas and minutes.
• Accountable for all “on-demand” approvals of Normal and Expedited change requests, following necessary procedures
• Produce regular and accurate change management reports for required follow-up

Skills on Resume: 

• Procurement Management (Hard Skills)
• Contract Renewal (Hard Skills)
• Vendor Communication (Soft Skills)
• Service Cataloging (Hard Skills)
• Process Optimization (Soft Skills)
• Change Evaluation (Hard Skills)
• Meeting Facilitation (Soft Skills)
• Report Generation (Hard Skills)