IT Service Management Lead

IT Service Management Lead

The Opportunity:

As an IT Service Management Lead, you will oversee our ITSM product team to collect, understand, and define our program’s services and supporting processes, as well as analyze and lead process improvement efforts. You will possess a deep understanding of ITIL best practices, exhibit strong leadership skills, and collaborate effectively with cross-functional teams to maintain the completeness and reliability of our processes. You will effectively support other IT Service Management (ITSM) processes such as Service Level, Incident, Change, Problem, and Asset Management. Your role will be crucial in supporting our ITSM core processes to successfully achieve organizational goals.

How You’ll Contribute:

As a ITSM Lead on our team, you’ll:

• Lead and manage people and the development, implementation, and maintenance of core ITSM processes
• Identify and implement improvements to ITSM processes and tools to enhance efficiency and effectiveness.
• Provide training and support to ITSM users to ensure proper use and understanding of program processes and tools.
• Generate and present regular reports on ITSM status, metrics, and improvement initiatives to senior management.
• Develop SOPs, playbooks, and procedures to perform incident identification, triage, escalation, and resolution activities that involve coordination across various stakeholder groups.
• Provide direction as to the incident and communications processes and procedures that must be followed during the course of an incident and support the on-call manager and on-call engineers in managing communications of ongoing incidents.

Join us. The world can't wait.

You Have:

• 5+ years of experience in IT service management or IT Operations
• 4+ years of experience in a ServiceNow management role and supporting other ITSM/ITIL processes, including Incident, Problem, Change, and Asset Management
• 4+ years of experience serving as an Incident Manager for a technical incident or technical environment
• 4+ years of experience with issue triage to include adjudicating the issue, following runbooks, managing key stakeholders, and communicating status at multiple levels
• Experience directing and managing a team of resources to troubleshoot complex technical issues and leading and managing people and the development, implementation, and maintenance of core ITSM processes
• Experience in facilitating discussions and building consensus among diverse stakeholders to execute strategic planning, set business objectives, prioritize targets, and manage risks
• Ability to interact effectively with diverse stakeholders, both internal and external, and senior leaders and provide occasional on-call support
• Ability to work collaboratively with cross-functional teams and adapt to changing business requirements and priorities
• Ability to obtain a Secret clearance
• Bachelor's degree

Nice If You Have:

• Experience leading Incident Management from identification through resolution in high-pressure environments such as issues with High Value Assets (HVAs)
• Experience with project management methodologies and tools
• Experience with Agile Software Development Life Cycle methodology
• Experience with AWS Cloud products and services
• Experience as an Administrator of ServiceNow or Jira
• Possession of excellent problem-solving and collaboration skills
• Possession of excellent verbal and written communication skills

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

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