[Hiring] IT Service Management Specialist @ZOLL Medical Corporation

Role Description

The IT Service Manager focusing on Incident, Problem, and Change is responsible for the ownership and management of these processes and its functions as well as the deployment and evangelization of its related processes. In this position, you will be leading major incident calls, conducting problem management meetings, managing organizational change, driving process and policy adaption within the team and across business units. This position is responsible for the training, performance tracking, and reporting of these processes. This person will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.

• 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.)
• Responsible for 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
• Act as escalation point for all Major Incidents
• Ability to coordinate and drive technical bridges during a Major Incident calls and lead teams towards quick mitigation, work-around, or resolution
• Provide clear, effective, and meaningful communication to all appropriate levels of leadership and stakeholders, ensuring status updates are delivered in a timely and accurate manner
• Establish governance processes to measure, report, and improve Major Incident processes and outcomes
• Develop and publish an Incident and Problem Management SOP and maintain all related documentation (policies, procedures, templates, etc.)
• Manage support for incident management tools, systems, procedures, and processes
• Coordinate interfaces between incident management and other service management processes
• Coordinate actions of others as necessary to assist with analysis and resolution actions for problems and known errors
• End to end responsibility for the management, communication, escalation, investigation and resolution of critical incidents, ensuring updates are timely and of sufficient quality, arranging discussions and updates as required
• Identify trends and root cause analysis for complex companywide problems and communicate, influence, and implement system fixes/improvements to enhance business efficiency and client experience
• Ensure that problems, critical incidents, and planned/proactive tasks are correctly prioritized
• Conduct Critical Incident Reviews, RCAs, and present findings to the management
• Prepare Incident and Problem management reporting
• Oversee continual performance of the global Problem Management
• Lead efforts in providing consistent problem management standard and ensuring adoption and compliance
• Ensure the standards and processes are globally consistent across the organization
• Assist in writing, reviewing, and enhancing problem documentation
• Lead postmortem meetings and creation of RCA documentation with required data collection
• Responsible for root cause analysis of all Major Incidents and driving resolution efforts to minimize repeat incidents
• Working with line managers to define and identify risks, problems, and resolutions.
• Drive teams and/or stakeholders to remediate the issue(s) identified (continuous service improvement)
• Act as escalation point for Problem Management
• Establish governance processes to measure, report, and minimize repeat Problems
• Coordinate Problem reviews with Global IT teams.

Qualifications

• Bachelor's Degree or equivalent work experience required
• 5+ years of relevant work experience in Information Technology with at least three years of experience in a Service Management team required
• Experience managing and utilizing ServiceNow required
• 5+ years of relevant ITIL experience required
• Experience working with Infrastructure and Application teams during critical issues required
• Proven experience in Incident, Problem, and Change management
• 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
• Strong background of ITIL framework

Company Description

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.