Sr. IT Service Manager Ellie Mae
THIS JOB HAS EXPIRED Description
Summary of Responsibilities:
ITSM experts, looking for a career with boundless growth opportunities, exposure to cutting-edge technologies, and work/life balance? Here?s your chance to have it all! Ellie Mae Financial is seeking an IT Service Management professional to join our team. We are a leader in the Sofware as a Service (SaaS) provisioning of mortgage automation tools. We are a rapidly growing, public company which is a great place to work and implement critical ITSM controls as we continue to mature and grow our IT SaaS operations.
As IT Service Manager you will architect, design, and operate critical services in the ITIL/IT Service Management (ITSM) area to support our customers required service levels and availability. You will be responsible for understanding and assessing the current ITSM processes and tools, identify gaps based on ITIL practices, recommend process improvements, implement, and manage service process recommendations with the support of the IT SaaS staff. Since this is a key role managing our critical SaaS process operations, you will be expected to work on an East Coast support schedule which reflects our primary customer base.
Designing ?To-Be? Service Management processes, tailored to Ellie Mae?s business needs, strengths, opportunities and challenges with IT and business management
Operationally manage Ellie Mae?s problem management process including problem resolution and root cause analysis efforts.
Developing ITSM tool requirements based on the service-centric and process-focused IT department vision
Assisting in developing process automation/implementation strategy, training and communication plan
Conducting training, provide coaching and mentoring, and supporting process institutionalization
Managing the overall delivery, monitoring toll gates and reporting to management as appropriate including service operations dashboards
Monitoring process and tool compliance, suggesting improvements in the deployed process and tools, and supporting continual process improvement
Leading, supporting, developing and mentoring delivery team?s on-shore, near-shore and off-shore ensuring the highest level of customer satisfaction throughout every stage/phase of the engagement
Qualifications, Experience & Skills:
We are looking for a high caliber, multi-dimensional ITSM expert, with proven skills in assisting organizations? in adopting ITSM best practices. Successful candidates will have a blend of expertise as an ITSM/ITIL process and tool assessor; proven success implementing service operations in alignment with the ITIL framework, a design and implementation facilitator; a coach and guide, and a solution delivery project coordinator.
Bachelor?s degree, preferred
10-12 years? experience in ITSM / ITIL process and tool assessment, design and Implementation activities
ITIL Expert certification with specific focus on incident, problem and change management
Knowledge and experience in Remedyforce and Zenoss monitoring tools and configuration
Good experience in key ITSM processes including Incident Management, Problem Management, Change Management, Service Level Management and Knowledge Management
Strong program management skills
Ability to provide thought leadership and influencing to IT senior management
Ability to support organizational change within client organizations
Our ideal candidate will also have
Experience in working in mortgage or banking markets
Experience in other ITSM tools and assisting the IT organization in comparing various Vendor?s tool products
Certifications in project Management disciplines
Experience and/or certifications in CMMI ? Lean ? Six Sigma
Experience in systems engineering
||Pleasanton, CA |
THIS JOB HAS EXPIRED