The IT Process Engineer is accountable for providing the delivery of the one or more IT Service Management disciplines as defined in ITIL Version 3. As an internal consultant and subject matter expert for the process/es they are responsible and accountable for process delivery, documentation, performance, control and improvement.
JOB ROLE SUMMARY The IT Process Engineer is accountable for providing the delivery of the one or more IT Service Management disciplines as defined in ITIL Version 3. As an internal consultant and subject matter expert for the process/es they are responsible and accountable for process delivery, documentation, performance, control and improvement. DUTIES AND RESPONSIBILITIES Fully functional and self-directed Provides formal mentorship High complexity assignments- owner Moderate complexity assignments – owner (1 or >) Low complexity assignments – provide oversight/review Regularly lead self and others and/or established as Product SME and/or established as specailist sees the whole picture and adjusts work accordingly Works independently to deliver and execute assigned IT Service Management Discipline Monitor and assist with the delivery of assigned IT Service Management Discipline as defined in the process documentation Analyze the delivery of assigned IT Service Management Discipline and make process improvement recommendations to the ITSM Discipline Manager Build and maintain a strong relationship with key external customer and internal Ensono stakeholders Complete one ITIL intermediate training track for assigned ITSM Service Management discipline Provide training and education related to assigned ITSM Service Management discipline to members of process execution teams or internal support teams Engage with the ITSM Discipline Manager to assist with the creation and updates to process and procedure documentation for assigned IT Service Management Discipline Assist ITSM Discipline Manager to benchmark industry best practices and incorporate them into assigned IT Service Management Discipline Provide reporting of the Key Performance Indicators for assigned IT Service Management Discipline Verify scalability of system and workload data for service solution Collaborates with application groups to understand service solution design and data flow of system components Interact with various support processes including incident management, event management, problem management, availability, capacity and change management Respond to client and key stakeholder on any problem with your assigned IT Service Management discipline in a timely manner Prioritize multiple issues based on the priority of the ticket then update ticket with clear, concise and detailed documentation, including all communications regarding work, emails, phone calls and service attempts SUPERVISORY RESPONSIBILITIES This position does not have direct reports but may mentor less experienced associates in the role. RECRUITING INFORMATION Specific hiring needs may vary by location, industry, client, internal department and other business related factors. The qualifications section lists examples that may be used as guidance when populating required and preferred skills sections of recruiting requisitions / job postings. QUALIFICATIONS Required Bachelor’s Degree or 4years of relevant work experience ITIL Foundation Certification V3 Preferred Advanced, proven knowledge of Ensono products Travel % TBD by field – Needed to create job code and for Department of Labor Any reference to years of experience should be disregarded in the UK