ITSM Process Excellence Consultant!
New York City, New York(Hybrid)
Phone Skype

Job description:

In this role you will be responsible for supporting Americas IT business-as-usual (BAU) and project support activities, as they relate to associated duties and responsibilities outlined below. Primary areas of focus are in supporting IT Change management activities, Incident Management and Problem Management reporting. You will support in hosting an ITIL-based Change Management Change Advisory Board (CAB) meetings for IT, analyzing/reporting production system issues, and analyzing/reporting key risk indicators (KRA and KRI). You will also assist in coordinating Major Incident Management and Problem Management RCA reviews.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Host and update documentation for Change Advisory Board (CAB) meetings.
Review, track, and moderate incoming Change Requests including Emergency Change Requests, with a focus on risk management and compliance requirements.
Maintain documentation on production Major Incidents/System Troubles, ensuring that they are recorded with full information, including impact, root cause and resolution in a timely manner.
Respond to and support internal (IT) issues and requests as needed.
Support Key Performance Indicator (KPI) and Key Risk Indicator (KRI) process and reporting for Change management and Incident and Problem Management.

MINIMUM JOB REQUIREMENTS / EXPERIENCE:

Excellent attention to detail.
Excellent written and verbal communication skills and ability to effectively communicate with different stakeholder audiences.
Effective presentation skills
Ability to prioritize and effectively follow through and manage multiple tasks.
Able to work independently and in a team environment.
Excellent Microsoft Office tools skills, particularly Excel.
Excellent IT knowledge in financial industry and IT Governance.
Knowledge in ITIL and best practices preferred.
*Experience with ServiceNow