IT Service Management Program Manager

Job Description

Responsible for daily oversight and governance of the ITIL-based IT Service Management (ITSM) process framework. Monitor, measure, enforce, and continually improve the ITSM processes by actively engaging with and managing service providers to ensure that IT staff and ITSM toolsets can execute assigned ITIL processes efficiently and effectively. Drive major incident resolution efforts, root cause analysis, and problem remediation, ensuring the implementation of permanent fixes in the production environment to improve the availability of critical systems. Provide leadership to various technical teams and manage all aspects of the Incident, Change, Configuration, and Problem Management programs. Responsible for providing in-depth analysis for ITSM applications and business processes and driving integrations and other improvements. Coordinate with the business community to ensure consistent and efficient use of ITSM software applications. Maintain collaborative working relationships, gather and document new functionality requests and requirements, provide recommendations on potential software solutions, and provide functional prototypes of new process flows and workflows.

Tri-State recognizes the value of a highly-engaged and committed workforce and provides an excellent benefits program that includes:
Medical Insurance, Dental Insurance, Vision Insurance, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Tuition Reimbursement, Flexible Work Schedules including compressed work week and telecommuting opportunities to work remotely up to 50%, Life Insurance, 401K, Long Term Disability (LTD), Short Term Disability (STD), Employee Assistant Program (EAP) and Paid Leave Benefits.

IT Service Management Program Manager
Hiring Salary Range: $106,000-$135,000

Actual compensation offer to candidate may vary outside of the posted hiring salary range based upon work experience, education, and/or skill level.

Responsibilities

• Manage and execute ITSM, including continuous reviews to enhance the service offering. Identify and drive initiatives through to completion with little to no supervision.
• Create, regularly review, and update ITSM process and procedure documents and train impacted parties and stakeholders.
• Participate in regular Cross-Functional Services group meetings focused on Continual Service Improvement across all ITSM process areas.
• Chair the Change Advisory Board (CAB) and perform other relevant tasks supporting the Change Management process. Ensure approved changes are implemented as planned and have met their objectives.
• Responsible for decisions related to prioritization and escalation of incidents, technical and business communication on outages, and continuous improvement scoping and prioritization.
• Manage the lifecycle of all Major Incident and Problem records from incident to root cause investigation; own the process of determining root causes.
• Facilitate discussion between problem owners and management to apply lessons learned through root cause analysis.
• Chair ad-hoc Problem Review Boards and perform other relevant tasks supporting the Problem Management process.
• Evaluate all change requests to determine their impact on business processes and IT services, assess potential adverse effects on the operational environment, and introduce unacceptable risks.
• Facilitate regular operational process reviews and other working sessions with multiple service providers and key stakeholders as required to drive stability and reliability.
• Keep abreast of developments in the world of ITSM, specifically new products, services, and standards related to the practice of effective problem management. Train/upskill colleagues-Identify skill gaps and opportunities to strengthen the capabilities of the global team. Drive training and coaching to mitigate gaps.
• Document the requirements, test plans, test cases, user guides, and flow diagrams for any improvements, releases, and projects related to ITSM tools.
• Act as a primary tester for ITSM tools, coordinate User Acceptance Testing (UAT) and provide applications training.
• Assist in planning and implementing new releases and integrations with the ITSM and ITAM applications.
• Maintain awareness of current ITSM and ITAM software tools and provide evaluations, input, and recommendations to optimize workflows.
• Identifies requirements for ITSM and ITAM software products, participates in their procurement, and leads planning for implementing new releases and new ITSM applications.
• Because Tri-State is an electric utility with continuous service obligations to its customers, regular, reliable, and predictable performance of the essential functions and responsibilities is an essential function of the job.
• Because Tri-State has an obligation to provide continuous, reliable electric service to its customers, the ability to work overtime at any time of the day or week is considered an essential function of the job.
• In partnership with the IT Project Management Office, leverage ITSM knowledge to facilitate regular reviews of operational readiness criteria, helping ensure the stability and supportability of all new or modified services.
• Design and document the standard operating procedures for configuration management in conjunction with IT service teams and IT asset management.
• Set the direction for the ongoing maturation of the ITSM tool to ensure maximum effectiveness for process execution and reporting capabilities.

OTHER DUTIES/RESPONSIBILITIES

• Perform other related duties as assigned.

Qualifications

Education and Training:

• Bachelor's Degree in Management Information Technology, Computer Science, Business Administration, Management, or related area, or equivalent combination of education and experience.
• ITIL foundations certification

Knowledge, Skills, and Ability:

• Communicate technical information effectively both orally and in writing to non-technical audiences.
• Possess strong time management and prioritization skills.
• Proficient with Microsoft Office Suite, especially Excel and PowerPoint.
• Working knowledge of enterprise-level computer systems, databases, networking, operating systems, and security.
• Understanding of web applications, relational databases, Microsoft SQL, UX design, and REST API integrations.
• Understand basic project management concepts.
• Possess excellent communication skills, both oral and written, with the ability to explain complex issues in clear, concise, persuasive language.
• Possess strong customer service orientation with the ability to maintain effective working relationships and work with various functional areas and business units.
• Ability to conduct successful negotiations and enhance and maintain effective business relationships.
• Highly motivated and self-directed; able to effectively prioritize and execute while under pressure.
• Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities.
• Adept at researching product and service-related issues.
• Must be able to learn, understand, and apply new technologies.

Other:

• Willingness to travel as required, less than 20%. (Must possess a valid driver's license.)
• Must be able to demonstrate the ability to perform all the essential functions of the position.

DESIRED JOB QUALIFICATIONS

• Experience in an IT Service management role.
• Experience in systems configuration and administration
• Experience with ServiceNow ITSM, ITAM, & ITOM or similar products.
• Experience interacting with the user community and IT stakeholders, desired.
• Project management experience, including the use of related software tools, is preferred.

About Us

Tri-State is a wholesale power supply cooperative, operating on a not-for-profit basis, with 43 members, including 40 utility electric distribution cooperative and public power district members in four states: Colorado, Nebraska, New Mexico and Wyoming. Together with its members, Tri-State delivers reliable, affordable and responsible power and energy services to more than a million electricity consumers across nearly 200,000 square miles of the West.

Tri-State was founded in 1952 by its member systems to provide a reliable, cost-based supply of electricity. Headquartered in Westminster, Colo., approximately 1,200 people are employed by Tri-State across five states.

Tri-State's electricity is generated from coal, natural gas and hydropower, with a rapidly increasing supply generated from wind and solar. Tri-State delivers power to its members through a transmission system that includes substation facilities, telecommunications sites and over 5,700 miles of high voltage transmission lines. Tri-State's transformative Responsible Energy Plan is reducing emissions, increasing renewable resources, developing new energy services and delivering more flexibility for its members.