Lead Itsm Analyst

Description:

A Sr Lead Process Engineer will be a lead role for the Enterprise Problem Management function and report directly to the Process Owner of Enterprise Problem Management. The role will be a part of an ITSM team that works in close partnership with IT Service Delivery staff to drive operational excellence and continuous improvement. The candidate will have a leading voice in improving the Enterprise Problem management practice and will provide advice on aligning to industry standards and best practices. Other objectives will include improving documentation, standardizing reporting metrics, improving training and promoting awareness of best practices. A successful candidate will have the ability to coach and mentor new Enterprise Problem Managers along with members of related teams and process users within a federated model of Problem Management. The candidate will be asked to help identify process gaps in the ServiceNow problem module and enterprise CMDB for the improvements needed to strengthen process control effectiveness. The candidate should be able to coordinate and drive processes across varied functional teams. This is a hands-on position in a highly paced production environment with a strong emphasis on regular production support. The candidate should be adept with modern technologies (Cloud – AWS, Azure, Container technologies, VMWare, and Splunk) and have the acumen to help advance the evolution of ITSM to align with Agile and Scaled Agile Framework (SAFe) methodologies.

Characteristics: Must possess the confidence to challenge the status quo, possess initiative, and have the leadership ability to influence objective analysis. The person filling this role needs to be open-minded and flexible in regard to enterprise needs. This position is about being a subject matter expert and a strong advocate of the ITIL concepts to deliver temporary solutions available to incident management, developing final solutions for known errors, and performing proactive trend analysis when reviewing historical events. The role also is about identifying and delivering on risk management as a part of the function, which is an extension of the ITSM framework.

Key Responsibilities
 

• Manage and run the Problem Management function for the TIAA ITSM organization and all Affiliates aligned to TIAA policy and standards
• Provide guidance and direction to all stakeholders of the Problem Management process
• Monitor/Audit Problem Management processes and procedures in support of IT Policy and IT Standards
• Develop and implement improvements to problem management procedures to align service operations with best practices
• Provide oversight to the execution of Problem Management defined by IT Policy, IT Standards, and control processes across the lines of businesses
• Analyze and generate reporting to assess the effectiveness of Problem Management process controls
• Analyze and develop reporting on systemic trends and promote proactive problem management practices
• Provide support of integration of company affiliates not currently in scope of TIAA ITSM enterprise policies and procedures
• Serve in an operational role to orchestrate post mortem and root cause analysis of high profile or major incidents
   

Educational Requirements
 

• University (Degree) Preferred
   

Work Experience
 

• 5+ Years Required; 7+ Years Preferred