ITSM Program Manager

This position is open only to Internal King County's Department of Information Technology (KCIT) employees. Only current KCIT employees will be considered. King County's Department of Information Technology (KCIT) is seeking a dynamic ITSM Program Manager to lead the evolution of IT Service Management across the organization. In this strategic role, you will guide and mature ITSM practices that enhance service reliability, operational efficiency, and overall customer experience. You will oversee cross-functional initiatives, including process redesign, governance improvements, and technology modernization, ensuring strong alignment with business needs. As a trusted partner to both IT and business leaders, you will champion ITIL best practices, drive the ITSM roadmap, and help cultivate a culture of service excellence throughout KCIT. King County Department of Information Technology (KCIT) KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation. KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx Develop business requirements for products/technology solutions. Create, refine, socialize and prioritize the Product backlog (Epics, Features, User Stories, Acceptance Criteria, etc.) ensuring alignment of requirements and deliverables to business/product goals. May serve as Product Owner for one or more Product Teams. Enable stakeholders to articulate the need and the rationale for change and supports the design and description of solutions that can deliver value to the county and its constituents. Collaborate with departments to assess needs and to develop and implement broad-based solutions/programs. Understand the enterprise problems and goals, analyzing needs and solutions, devising strategies, and facilitating stakeholder collaboration. Create models or other tools (workflows) to support business process changes that accompany solution modifications/additions. Develop End-User Readiness Materials for Change Management, Training, and User Acceptance Testing (UAT). Develops UAT plans for end users and collaborates with QA to develop end to end testing. Be a liaison between the ITSM Product Team and the Customer Experience team within CSS and elsewhere, to assist with data collection from Cherwell for turning that info into visual analytics/metrics. Other duties as assigned Relevant work experience in IT service management Experience in business analysis and solutioning Strong analytical/diagnostic skills and attention to detail Overall high-level knowledge of IT as a whole to include network, servers, endpoint, cyber, and cloud technologies At least 3 years of demonstrated experience using recent Microsoft Operating Systems, Office Suites and common applications Experience working with an IT service management tool Experience at working both independently and in a team-oriented, collaborative environment is essential. Ability to establish and maintain exceptional customer relationships Skill in collaborating effectively with management, peers, other KCIT service teams and customers Skill in building consensus and coming to a resolution among a diverse group of individuals with conflicting viewpoints Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, is open to criticism, and is easily coachable Ability to communicate orally or in writing; including the ability to communicate complex technical information to a non-technical audience Skill in handling multiple competing priorities Basic understanding of Scaled Agile Framework for Enterprises (SAFe) methodologies Understanding of Equity and Social Justice principles Excellent communication skills Additional qualifications that are highly desired Bachelor's degree in Information Technology, Information Systems, or related field Experience in leading agile teams in a Product Owner role and working with Scrum Masters and Azure DevOps. ITIL v4 Foundation certification ITIL certification (ITIL Practitioner/Intermediate or higher) IIBA Membership and tracking advancement to completion of certification of CCBA or CBAP, or completion of IIBA Endorsed Education Provider certification. Familiarity with Scaled Agile Framework for

Enterprises Hybrid Work:

KCIT works in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The primary onsite location is the Chinook Building 401 5th Avenue Seattle, Washington. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

Classification:

IT Program/Product Manager - 740701

Union:

This position is represented by Local 117:

IT Managers and Supervisors Work Schedule:

The normal work week for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. This position is FLSA Exempt and is not eligible for overtime pay. Forbes named King County as one of Washington State's best employers. Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play. King County is an Equal Employment Opportunity (EEO) Employer No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

For Assistance:

If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions, please contact the recruiter listed on this job announcement. Are you ready to APPLY? This position is open to internal King County employees only.

Required Application Materials:

Please click the apply button to complete an online applicant profile and attach your resume including all relevant experience For more information, please contact Shannon Hoeper @ shoeper @kingcounty.gov or 206-263-6957.