JOB ROLE SUMMARY
The IT Process Engineer is accountable for providing the delivery of the one or more IT Service Management disciplines as defined in ITIL Version 3. As an internal consultant and subject matter expert for the process/es they are responsible and accountable for process delivery, documentation, performance, control and improvement.
DUTIES AND RESPONSIBILITIES
Consistently provides proven, formal mentorship
High complexity assignments - owner
Moderate complexity assignments - owner (1 or >)
Low complexity assignments - provide oversight/review
Regularly lead self and others and/or established as Product SME and/or established as specialist
Understands how whole picture aligns to overall Ensono strategy
Lead in the daily execution of assigned IT Service Management Discipline as defined in the process documentation
Contribute and provide leadership to overall success of the delivery of assigned IT Service Management Discipline
Build and maintain a robust relationship with key external clients and internal Ensono stakeholders
Complete ITIL intermediate training track for assigned ITSM Service Management discipline and at least one other discipline area
Collaborate with the ITSM Discipline Manager in the creation of training and education material related to assigned ITSM Service Management discipline
Collaborate with the ITSM Discipline Manager in the creation and updates to process and procedure documentation for assigned IT Service Management Discipline
Assist and provide some leadership to the ITSM Process Manager to benchmark industry best practices and incorporate them into assigned IT Service Management discipline
Monitors the execution and management of the assigned IT Service Management Discipline ensuring consistent delivery across the enterprise
Create a capacity or availability plan for a given service using workload forecasts, availability data, system and business metrics as inputs
Collaborate with testing groups to understand break point or capability of system components
Ensure compliance to service level agreements including time and scope considerations relative to building a capacity plan
Standardize, automate, and streamline work processes as appropriate to drive consistency in approach and increase efficiency. Identify proactive approaches to minimize reactive modes.
Produce ad hoc and cyclical resource usage reports with analysis and recommendations
Participate in the design and improvement of processes, perform analysis using appropriate tools and interpret the results using critical thinking to reach sound conclusions and make reasonable improvement recommendations
SUPERVISORY RESPONSIBILITIES
This position does not have direct reports but may mentor less experienced associates in the role.
RECRUITING INFORMATION
Specific hiring needs may vary by location, industry, client, internal department and other business related factors. The qualifications section lists examples that may be used as guidance when populating required and preferred skills sections of recruiting requisitions / job postings.
QUALIFICATIONS
Required
Bachelor's Degree or 7 years of relevant work experience
ITIL Foundation Certification V3, ITIL Intermediate Training
Preferred
Detailed knowledge of Ensono products.
Business Analyst Certification; BPM certification
Travel %
TBD by field – Needed to create job code and for Department of Labor
Any reference to years of experience should be disregarded in the UK