• Introduction

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Position Description:

The IT Service and Requirements Manager is responsible for overseeing the design, delivery, and continuous improvement of IT services while ensuring they meet and exceed business needs. This role bridges technical operations with strategic planning, aligning IT capabilities with organizational goals, and managing both service delivery and functional requirements.

• Your role and responsibilities
• Responsibilities include:
• Provides oversight and support of all organizational processes.
• Coordinates efforts to develop new processes with stakeholders across the organization.
• Reports on effectiveness of processes and tools to Leadership.
• Provides oversight and support of Incident Manager in accordance with the Incident Management SOP.
• Acts as Change Manager for the Organization.
• Directs weekly CAB meetings, to include providing agenda and meeting minutes.
• Works with stakeholders across the organization to define new process objectives. Documents new processes and automation requirements (working closely with ServiceNow team).
• Manage Continual Improvement Initiatives, i.e. Establishment and review of all business processes to include all supportive documentation that is required to implement the process. Examples include, Service Catalog Request Processes, Incident Management, Change Management, Problem Management.
• Participates in specialized areas of expertise, COOP plans, Asset management, and testing, when appropriate.
• Translates business processes into automation requirements for Implementation team (ServiceNow).
• Required technical and professional expertise
• Bachelor's degree in information technology or related field,
• Five plus years of experience providing process for technical/IT projects.
• Excellent verbal and written communication skills.
• Experience using ServiceNow Proficient with Microsoft Office Applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint).
• Experience using SharePoint.

Requires a Secret Clearance

• Preferred technical and professional experience

• IT Service Management Tools:

  Deep expertise in utilizing IT service management tools beyond Remedy, ServiceNow, and IBM Control Desk, such as their equivalents, to drive efficient IT service management.

Advanced Business Functionality:

Experience with advanced business functionality of IT service management applications, enabling seamless integration with business operations.

Cross-Functional Collaboration:

Deep understanding of how IT service management solutions interact with other business functions, ensuring smooth business operations and minimal disruptions.

ITIL 4- Processes for incident Management, Change Enablement, Continual Improvement, Knowledge Management.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.