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IT Enterprise Service Management Process Owner - Problem Management

Carlsbad, CA 92008

Employment Type: Direct Hire Industry: Information Technology / Systems Job Number: 819 Pay Rate: 150,000

The ITSM Process Owner for Problem Management will be responsible for managing the Problem Management process and driving continuous improvements at Thermo Fisher. This position is part of the IT Enterprise Service Operations Team and will work closely with other ITSM processes such as Incident Management, Major Incident Management, Configuration Management, and Change Management, etc. This position will provide leadership and oversee the Problem Management process by working closely with infrastructure teams, application teams, and other supporting team members to manage the problems identified, drive to the root cause analysis and resolution, and ensure the implementation of permanent fix in Production with the purpose of improving operational stability and reliability. 

Key Responsibilities:
  • Develops and manages the roadmap for the evolution of Problem Management process
  • Defines and implements best practices and standards to improve process execution
  • Serves as a consultant to IT and Group/Division stakeholders to enhance and improve the problem management process 
  • Executes the Enterprise policy and process in adherence with global and local requirements resulting in the provision of stable and reliable IT Services
  • Hosts and facilitates the Problem Review Board (PRB) meetings to determine the root cause and action plan towards preventing problem recurrence
  • Manages the life cycle of all problem records from root cause analysis to permanent problem resolution and closure
  • Partners with Service Operations and Application Support teams to collaborate on continuous improvement efforts and drive stability on Production environment
  • Acts as liaison to Global IT groups to promote value and benefits of ITIL processes
  • Explains ServiceNow functionality and capabilities to IT and business partners
  • Supports the development, improvement, operational delivery, and governance of ITSM processes and tools
  • Documents technical, functional, process, user manual and training
  • Continuously improves Service Quality (measured through KPI improvements)
  • Supports Process reporting (KPIs, SLAs, OLAs) and presentations as needed
  • Enacts system audit practices and conduct audits to ensure data integrity
  • Leads process integration efforts with other ITSM processes
  • Ensures that processes and sub-processes are compliant with GxP, SOX, HIPAA, PCI and any other legal or regulatory controls
  • Supports design, development, and implementation of automated processes for gathering, populating, and maintaining process data
  • Drives Service Management best-practices and ITIL process standardization across teams
  • Maintains and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)
  • Other duties as assigned. 

How will you get here?
  • Bachelor’ s Degree in Computer Science, Project Management or Management Information Systems or equivalent work experience acceptable
  • ITIL Foundations V3 certification required
  • Lean Six Sigma Green Belt preferred
  • Solid experience with ITIL processes (operational or service management) for service desk, problem management, incident management, etc.
  • Minimum of 3 years of experience designing processes and workflows within ServiceNow
  • Minimum of 3 years of experience in a complex technical environment

Knowledge, Skills, Abilities
  • Knowledge of Lean Six Sigma, Practical Process Improvement, or other continuous improvement disciplines
  • Technical knowledge of application and/or infrastructure components
  • Excellent documentation skills including (process flow documentation) required
  • Ability to communicate effectively to team members and user community
  • Ability to work across functional areas to drive continuous improvements
  • Must have strong work ethic, sense of urgency, and a high energy level
  • Self-starter: bias for action, results oriented


Ryan McKigney

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