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 (V3 or 4). 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 Consistently provides proven, 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 specialist Understands how whole picture aligns to overall Ensono strategy Lead in the daily execution of assigned IT Service Management Discipline as defined in the process documentation Contribute and provide leadership to overall success of the delivery of assigned IT Service Management Discipline Build and maintain a strong relationship with key external clients and internal Ensono stakeholders Complete ITIL intermediate training track for assigned ITSM Service Management discipline and at least one other discipline area Collaborate with the ITSM Discipline Manager in the creation of training and education material related to assigned ITSM Service Management discipline Collaborate with the ITSM Discipline Manager in the creation and updates to process and procedure documentation for assigned IT Service Management Discipline Assist and provide some leadership to the ITSM Process Manager to benchmark industry best practices and incorporate them into assigned IT Service Management discipline Monitors the execution and management of the assigned IT Service Management Discipline ensuring consistent delivery across the enterprise Create a capacity or availability plan for a given service using workload forecasts, availability data, system and business metrics as inputs Collaborate with testing groups to understand break point or capability of system components Ensure compliance to service level agreements including time and scope considerations relative to building a capacity plan Standardize, automate, and streamline work processes as appropriate to drive consistency in approach and increase efficiency. Identify proactive approaches to minimize reactive modes. Produce ad hoc and cyclical resource usage reports with analysis and recommendations Participate in the design and improvement of processes, perform analysis using appropriate tools and interpret the results using critical thinking to reach sound conclusions and make reasonable improvement recommendations
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 and 3 – 6years of relevant work experience ITIL Foundation Certification, ITIL Intermediate Training
Applicant should be willing to work in a rotational shift.