PSE's IT Project Management Office team is looking for qualified candidates to fill an open Adv Process Analyst ITIL position!
Job Description
Puget Sound Energy is currently seeking to hire an IT Availability Program Lead to drive the adoption of availability, incident and problem management best practices for all current and future process areas throughout the IT Service Management organization and beyond within Puget Sound Energy. This role is highly oriented around ITIL and the ideal candidate for this position will have practical experience in managing ITIL framed IT service management processes. Will play a lead role and assist other IT leaders in entrenching a "business and service culture" within IT and wherever possible in other Puget Sound Energy groups and teams.
Job Responsibilities
- Define and lead the ITSM process development and improvement roadmap for availability, Incident and problem management processes to improve alignment and business outcomes for IT department.
- Monitoring and recording service availability results and comparing to targets.
- Coordinate, standardize and facilitate all ITSM availability, incident and problem management activities including root cause identification and notification.
- Prepare Key Performance Indicators (KPI) and perform trend analysis to improve the availability, incident and problem management processes.
- Coordinate and facilitate IT major incident resolution and problem determination activities.
- Collaborate with Puget Sound Energy service owners to provide thought leadership regarding trends in availability, incident and problem process development and ownership.
- Internally within IT, establish and maintain strong working relationships with Directors, Managers, Business Relationship Managers, Process Owners and key stakeholders.
- Minimize Service Outages / Incident, and provide efficiencies and lower costs through excellent process design and automation.
Minimum Qualifications
- Bachelor's degree in related field, or an equivalent combination of education and experience.
- 8 years of directly relevant IT experience
- Information Technology Infrastructure Library (ITIL) Certification- Foundation Level or above.
- Thorough understanding of ITIL concepts and IT Service Management quality improvement methods.
- Experience driving the development of business processes, key metrics, and articulating the business value of the program.
- Familiarity with automated reporting tools and industry standard ITIL management tools such as ServiceNow.
- Demonstrated abilities in areas of process modeling, process design/development and procedure writing.
- Experience working in one or more of the following ITIL processes:
- Incident & Problem Management
- Change & Configuration Management
- Release & Environment Management
- Service Level Management & Availability Management
- Knowledge Management
- Proficient in rolling out methodologies, processes, standards and/or policies.
- Experience leading technical, change management, and process oriented initiatives.
- Ability to assess needs and analyze problems and make appropriate recommendations and decisions quickly.
- Ability to influence and foster collaboration and deal with conflict with other groups where there are dependencies but disparate objectives.
- Excellent problem resolution, judgment, team building and decision making skills.
- Excellent oral and written communication skills; strong facilitation skills.
Desired Qualifications
- Bachelor's degree in Computer Science, or related field.
- Lean, Six Sigma, or other continuous improvement methodology experience.
- Experience analyzing incident and problem ticket data to drive process improvement.
- Training module development and delivery skills.
- Project or program management experience.
Puget Sound Energy
10885 NE 4th St
Bellevue
Washington United States
www.pse.com
