Sr ITSM Process Specialist

Overview

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations.

Under minimal supervision, the IT Service Management (ITSM) Process Specialist Senior is responsible for establishing, maintaining, and extending ITSM processes and the associated software product. In addition, the Senior ITSM Process Specialist works in conjunction with the ITSM Process Managers to bring understanding, direction, and discipline to the usage of these processes.

Essential Duties and Responsibilities:

• Accountable for CSI of process, process roadmap, governance and KPIs of processes
• Manage customer relationships, ensuring processes meet the needs of stakeholders
• Participate in creating ITSM tool requirements for assigned processes, and in UAT testing
• Initiates and maintains process compliance training program for IT resources
• Develop new services, applications, and processes through the use of the ITSM software product
• Serve as a subject matter expert with one or more of the ITSM processes
• Lead the delivery of training material and training presentation to assist in the usage and understanding of processes
• Create and maintain new documentation and knowledge articles as required.
• Participate in requirements gathering for enhancements to processes or new features such as service request opportunities.
• Provide process design, continual service improvement activities, reporting, and monitoring of status.
• Collaborate with other Process Managers to deliver new ITSM processes
• Create and update documentation, including workflow, processes, and procedure documentation.
• Support, promote and ensure consistent alignment to IT standards, processes and tools
• Work closely with service, product and business owners to integrate service management practices into the delivery of IT services
• Lead continual service and process improvements through regular analysis of key metrics
• Engage regularly with stakeholders to develop, manage, and refine the ITSM processes
• Provide guidance and oversee management of key Service Management processes
• Complete work in a timely and accurate manner while providing exceptional customer service
• Other duties as assigned
  
  

Qualifications:

• Five or more years of experience with extensive subject matter expertise supporting, leading, and/or adhering to an ITSM process (i.e., Incident Management, Change Management, Problem Management, etc.) or related work experience.
• Two or more years of knowledge and experience supporting an ITSM software product, preferably ServiceNow. ITIL V3 Intermediate Level Certification required.
• Strong analytical skillset required.
• Ability to work independently and in a team is vital.
• Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
• Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
• In addition, organizational and problem solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
  
  

Educational Requirements:

• This position requires an associate degree in Computer Science, Information Technology or related field or equivalent work experience. Bachelor’s degree is preferred.
• IT Infrastructure Library (ITIL) Foundations certification required.
• ITIL Service Lifecycle Certificate(s) (i.e., Service Operations, Service Strategy, Service Transition, etc.) preferred, but required within 12 months.
  
  

Work Days:

Normal work days are Monday through Friday. Occasional Saturdays and Sundays may be necessary.

Work Hours:

Normal work hours are 6:00 a.m. to 5:00 p.m. Additional hours may be necessary.

Discount Tire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.