Kforce has a client in Chelmsford, MA that is seeking an IT Service Management (ITSM).
Essential Functions:
Manage, report, and communicate on the global performance of owned processes
Partner with other leaders across the organization and champion the day-to-day operation of the lifecycle of Incident, Problem and Change Management
Manage documentation
Leading Change Request Review meetings
Developing change management plans for change initiatives
Evaluating the impact of planned changes
Leading identifying risks and developing risk mitigation tactics
Supporting development of communications relevant to change initiatives
Track and monitor of changes
Provide coaching and training to employees at all levels
Define success metrics and measuring performance against these
Develop and publish a Change Management SOP and maintain all change documentation (policies, procedures, templates, etc.)
Managing the lifecycle of all changes, with the primary responsibility of enabling beneficial changes to be made with minimal disruption to the business
Coordinate and facilitate the Change Management process across organizations
Responsible for review, approvals, categorize, prioritize, change requests
Prepare and run CAB meeting agenda and capture issues and suggestions
Create, publish, and circulate the Change calendar
Educate the Business and IT on the Change Management process
Produce metrics and report on Change Management activities
Develop, coordinate, and perform post change review of scheduled changes for all RFCs and maintenance efforts
Conduct or facilitate Post Implementation Reviews (PIRs) after the implementation of changes
Manage major incidents including - incident and risk assessment, co-ordinations across global cross-function groups
Effectively prioritize incidents and impacts to business
Manage and coordinate urgent and complicated support issues
REQUIREMENTS:
Bachelor's degree or equivalent work experience required
ITIL V3 foundation or higher certification preferred
5+ years of relevant work experience in Information Technology with at least 3 years of experience in a Service Management team required
5+ years of relevant ITIL experience preferred
Proven experience in Incident, Problem, and Change management
Strong background of ITIL framework
Able to clearly articulate understanding of Incident Problem, Change Management processes
Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools, and techniques
Experience managing and utilizing ServiceNow preferred
Experience working with Infrastructure and Application teams during critical issues preferred
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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