What are the responsibilities and job description for the ITIL Process Consultant, Problem Management Focus position at TECO?
Title: ITIL Process Consultant, Problem Management Focus
Company: Tampa Electric Company
Location: Midtown East Tower
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days
TITLE: Information Technology Infrastructure Library (ITIL) Process Consultant, Progression
PERFORMANCE COACH: Sr Manager Technology Asset & Vendor Management
COMPANY: Tampa Electric Company
DEPARTMENT: Information Technology Operations
Note that this position can be hired at any level within the job family progression based on education and years of experience.
POSITION CONCEPT
The Information Technology Infrastructure Library (ITIL) Process Consultant is responsible for IT Service Transition and Operation processes and procedures specifically Change, Configuration, and Technology Asset Management. Responsible for design, implementation, reporting and execution of all Change, Configuration, and Technology Asset Management efforts for both Corporate and North American Electric Reliability Corporation (NERC) regulated assets as defined by ITIL, Corporate Standards and NERC CIP requirements. Provide guidance and support in developing and managing the underlying, departmental procedures and work instructions that support process effectiveness. Take ownership of the day-to-day operations of the IT Change Enablement Process as it relates to updates in those assets. Plays a key role in mitigating the risks associated with the implementation of IT changes, maintaining compliance in accordance with organizational audit requirements (ITGC/SOX), interfacing with other ITSM processes and ensuring the quality of IT systems performance and services. Serves as subject matter expert on process implementation; provides guidance, expertise, and consultation; and leads large complex projects. Works under minimal supervision and may train and mentor other Process Analysts.
PRIMARY DUTIES AND RESPONSIBILITIES
1. Provides guidance, expertise, and consultation in the planning, design, and improvement of change, configuration, and Technology Asset Management.
2. Leads projects, cross train peers and verify the work of business partners, subject matter experts, and help the compliance team develop more robust and focused processes to meet compliance requirements.
3. Implements change, configuration, and Technology Asset Management. Ensures that business partners and team members remain compliant and knowledgeable with processes.
4. Participates and assists in daily operations along with business partners, subject matter experts, and the compliance team to ensure that processes are followed, improved, and effective.
RELATIONSHIPS
Key Internal: IT QA & Compliance, Network Technologies, Information Security, Distributed Systems, Information Systems, Business Computing Systems, Enterprise Desktop Support.
Key External: Computer Associates (CA), Association for Configuration & Data Management (ACDM), Emera peers for Change, Configuration, and Technology Asset Management.
SUPERVISION
Indirect Supervision: May mentor and train Senior Process Analysts.
QUALIFICATIONS
Education
Required: Bachelor's Degree in computer science or business discipline
In lieu of a Bachelor's Degree, an additional 4 years of experience may be considered.
Preferred: Master's degree in IT related field or MBA.
Licenses/Certifications
Required: ITILv3 or ITILv4 Release and Control Practitioner within 6 months of hire
IT related certifications (CCNA, MSCE, Network , etc.)
Preferred: ITILv3 or ITILv4 Intermediate Level certification
Related Experience
Required: 8 years of related work experience performing the Duties & Responsibilities of this position
Experience implementing Change, Configuration, and Technology Asset Management throughout life cycle development phases to maintain consistent configuration control.
Preferred: Utility security and regulatory standards, including but not limited to NIST, NERC CIP, and analysis experience under NERC CIP requirements.
Knowledge/Skills/Abilities (KSA)
Required:
Working knowledge developing, operating, and maintaining Service Management tools, Configuration Management databases (CMDB) and other process management tools.
Working knowledge maintaining the Configuration Management Plan, managing CM products, documentation and software baselines, and preparing/publishing results of software and documentation audits.
Working knowledge of monitoring/reporting status of Change Requests (CRs), Discrepancy Reports (DRs) and Request for Changes (RFCs); and skills for successful performance.
Working knowledge of Configuration Management (CM), Independent Verification & Validation (IV&V), evaluation and system design.
The ability to be a liaison between program and customer management.
Strong understanding of system and application integration, including virtualized environments.
Must possess a strong process background along with a solid understanding of the technology domains used within IT to support the overall Configuration Management process.
Preferred:
Working knowledge in data analytics and/or dashboarding technology
Working knowledge in user training and implementation of ITSM solutions
WORKING CONDITIONS:
Normal office environment
TECO offers a competitive Benefits package!!
Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!
#LI-SC1