ITSM Process Excellence Consultant

In this role you will be responsible for supporting Americas IT business-as-usual (BAU) and project support activities, as they relate to associated duties and responsibilities outlined below. Primary area of focus is supporting IT Change management activities and hosting ITIL-based Change Management Change Advisory Board (CAB) meetings for IT, analyzing/reporting production system issues, and analyzing/reporting key risk indicators (KRA and KRI). Secondary area of focus is Incident and Problem Management.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Host and update documentation for Change Advisory Board (CAB) meetings
• Review, track, and moderate incoming Change Requests including Emergency Change Requests, with a focus on risk management and compliance requirements.
• Maintain documentation on production Major Incidents/System Troubles, ensuring that they are recorded with full information, including impact, root cause and resolution in a timely manner.
• Respond to and support internal (IT) issues and requests as needed.
• Support Key Performance Indicator (KPI) and Key Risk Indicator (KRI) process and reporting for Change management and Incident and Problem Management.

MINIMUM JOB REQUIREMENTS / EXPERIENCE:

• Excellent attention to detail.
• Excellent written and verbal communication skills and ability to effectively communicate with different stakeholder audiences.
• Effective presentation skills
• Ability to prioritize and effectively follow through and manage multiple tasks.
• Able to work independently and in a team environment.
• Excellent Microsoft Office tools skills, particularly Excel.
• Excellent IT knowledge in financial industry and IT Governance.
• Knowledge in ITIL and best practices preferred.
• *Experience with ServiceNow

Job Requirements