Understanding foundational concepts and navigates the relationships between ITSM Processes, ITSM Process requirements, and business/IT management needs that span multiple ITSM Processes.
Leading the efforts and process to gather and create ITSM Process requirements or process improvements
Leading design and/or coordination of workflows that implement the ITSM Processes
Acting as the supportive source of knowledge for a ITSM processes.
Leading the analysis and recommendations for ITSM Process cost saving opportunities.
Leading the process Continual Service Improvement efforts
Responsibility for the effectiveness of the process 8. Leading and supporting analysis of ITSM Process execution, efficiency, effectiveness, and process management activities
Leading the appropriate ITSM Process boards and committees.
Driving the day to day activities to ensure the accuracy, governance, and maintenance of ITSM Processes
Leading the escalation / communication of risks and issues as appropriate
Supporting the communication and training of ITSM Processes to operational and engineering team.
The queue supervisor shall have sixteen (16) years of experience that can be a combination of program or project management and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be in Computer Science, Information Assurance, Information Security System Engineering, or related discipline from an accredited college or university. Deep Knowledge with the related ITSM Processes and Polices. Working knowledge of workflow tools; e.g. Service Now. Experience working in a team-oriented, collaborative environment
Required Clearance: Candidate must have a TS/SCI polygraph clearance.
Desired: ITIL v3 Foundations Certification Preferred one or more ITIL Intermediate Certificate (Continual Service Improvement; Planning, Protection, and Optimization)