Process Manager, Infrastructure and Platform Management (ITIL/ITSM)

Requisition 39100: B4 Process Manager, ITIL Practices 

 

A resume helps you stand out to hiring managers and recruiters; your resume communicates your experience and your brand. While it is not required, we encourage you to include an up-to-date resume along with a  completed job application to give you the best opportunity to be considered. A complete resume helps us to better understand your unique  background, relevant experiences, and passions. We look forward to learning about you.

 

Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail.  As part of Norfolk Southern, you’ll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.

 

 

Primary Purpose:

Responsible for the day-to-day execution of the practice. The Process Managers take direction from the Process Owner in order to ensure consistent execution of the process across all areas of the organization.  Managers of an ITSM process accountable and responsible for day-to-day Enterprise process operations.

Primary Responsibilities:

Process Strategy
•    Executes the defined process strategy to meet the process goals to support business needs and goals.
•    Provides feedback to the Process Owner about the process strategy.
 
Process Governance
•    Participates on the Process Coordinators Council.
 
Plans/Projects
•    Provides input to the process owner and the Process Coordinator Council during the development of the objectives, goals, and plans for ITSM projects and operational plans.
•    Identify resources required to support ITSM projects.
•    Provides information to the Process Owner regarding changes in the business.
 
Process/Tool Change
•    Identifies and submits process and/or tool change recommendations to the process owner for review at the Process Coordinators Council.
•    Develops and implements process/tool-based training in alignment with the process/tool-based training strategy.
 
Continuous Improvement
•    Identifies potential Continual Process Improvement (CPI) opportunities and recommends CPI initiatives to the Process Coordinators Council.
 
Policies
•    Enforces compliance of ITSM policies.
•    Identifies and submits requests for new policies or updating existing policies to the Process Coordinators Council or Process Owner.
 
Measurement and Reporting
•    Provides input to the ITSM process scorecard and monitors ITSM business function process KPI reports to the Process Owner and Process Coordinators Council.
•    Monitors the KPIs and management metrics for their respective area.
 
Process Operations
•    Oversight for day-to-day operation of an ITSM process within afunctional team.
•    Coordinates with the subject matter experts and practitioners of an ITSM process.
 
Communications
•    Conveys ITSM business function, process-specific communications to business function process stakeholders.
•    Identifies opportunities to support implementation or improvements to the ITSM process.
•    Provides feedback to the Process Coordinator Council and process owner regarding concerns or issues relating to the process at the functional level.
 
Controls and Compliance
•    Implements the ITSM operational process controls.
•    Monitors process controls and makes operational adjustments to assure continued compliance at the functional level.
•    Recommends improvements to the ITSM process controls to the Process Owner
•    Conducts process efficiency reviews.

Education Required:

•    Bachelor's degree, preferably in Information Technology 
 
Experience Required 
•    5+ years of experience in a Process Manager, ITSM, or ITIL practice position.
•    Experience with managed service providers ensuring alignment with ITIL practice governance, deliverables, SLA’s and contractual commitments.  
 
Experience Preferred 
•    Experience of ITSM Transformation implementation projects
•    Experience deploying ITSM process and platform capabilities to enterprise.
•    Certified ITIL Professional
•    ServiceNow Certified