ITSM Architect

Job Title: ITSM Process Architect

Location: St. Paul, Minnesota...

Onsite/Remote: Remote

Duration: Six (6) months with possible extension

Contract/Perm: Contract (full-time)

Roles/Responsibilities:

• Current Process Assessment:
• Conduct a thorough assessment of our existing ITSM processes.
• Identify areas for improvement, potential bottlenecks, and inefficiencies.
• Document current workflows, procedures, and policies related to IT service management practice.
• Requirements Gathering:
• Collaborate with key stakeholders to understand business requirements and service practice expectations.
• Identify and document specific needs and preferences for IT service delivery supporting practices.
• Ensure alignment of ITSM processes with organizational goals and industry best practices.
• Process Design and Documentation:
• Design streamlined and efficient ITSM processes based on industry best practices (ITIL, COBIT, etc.).
• Develop detailed process documentation, including workflows, roles, responsibilities, and key performance indicators (KPIs).
• Create user-friendly practice documentation for end-users and IT staff.
• Implementation Support:
• Provide guidance and support during the implementation of new ITSM processes.
• Collaborate with internal teams to ensure smooth transition and adoption of the updated processes.
• Conduct training sessions as needed for end-users and IT staff.
• Continuous Improvement:
• Establish mechanisms for continuous monitoring and improvement of ITSM processes.
• Implement feedback loops and key performance indicators to measure process effectiveness.
• Propose and implement adjustments to processes as needed for continuous optimization.
• Documentation and Reporting:
• Maintain accurate and up-to-date documentation of ITSM processes.
• Generate regular reports on the performance of ITSM processes for management review

Minimum Qualifications:

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field, or relevant certification in the role.
• 5+ years of experience as an ITSM Architect. This experience must include assessing, designing, developing and implementing and documenting ITSM processes and workflows.
• ITIL Foundation Certification
• Experience with major incident plan documentation, which would include defining major incident, creating a roles and responsibilities matrix, incident detection and reporting procedures, incident categorization.
• Experience in creating escalation procedures, incident response procedures, resolution and recovery plans.
• Experience in developing and conducting training programs to include testing and simulations.
• Skilled in continuous improvement plan development.
• Proven expertise in documenting and implementing ITSM processes.
• Strong communication and collaboration skills.

Desired Qualifications:

• Any other relevant ITIL Certifications are highly preferred (i.e ITIL Practitioner, Intermediate, Expert, Master, etc.)
• COBIT Certification is desirable
• TOGAF Certification is desirable.
• Relevant certifications for Business Process/Service Management is desirable