Dutech’s Job

The ITIL Processes Specialist will be responsible for designing, implementing, and optimizing IT service management processes based on ITIL (Information Technology Infrastructure Library) best practices. The ideal candidate will have a deep understanding of ITIL principles, strong analytical and problem-solving skills, and the ability to collaborate effectively with cross-functional teams.

We are only considering candidates who reside locally in Austin, TX.

Key Responsibilities:

1. Process Design and Documentation: Design, document, and implement IT service management processes based on ITIL best practices, including Incident Management, Problem Management, Change Management, Release Management, and Service Level Management. Ensure that processes are aligned with organizational goals and objectives.

2. Process Implementation: Lead the implementation of ITIL processes within the organization, working closely with stakeholders to define process workflows, roles, responsibilities, and performance metrics. Develop and deliver training to ensure that stakeholders understand and adhere to process guidelines.

3. Process Optimization: Continuously monitor and evaluate ITIL processes to identify opportunities for improvement and optimization. Analyze process performance metrics, trends, and feedback to identify bottlenecks, inefficiencies, and areas for enhancement. Implement changes and improvements to enhance process effectiveness and efficiency.

4. Change Management: Manage changes to ITIL processes in accordance with Change Management policies and procedures. Assess the impact of proposed changes on existing processes, systems, and stakeholders. Obtain approvals from the Change Advisory Board (CAB) and ensure that changes are implemented successfully with minimal disruption to services.

5. Quality Assurance: Conduct audits and reviews of ITIL processes to ensure compliance with ITIL standards and organizational requirements. Verify that processes are being followed correctly and identify any non-compliance issues or gaps. Develop and implement corrective actions as needed to address deficiencies.

6. Knowledge Management: Establish and maintain a knowledge base of ITIL processes, procedures, and best practices. Capture and document lessons learned, troubleshooting tips, and other relevant information to facilitate knowledge sharing and continuous improvement.

7. Stakeholder Communication: Communicate effectively with stakeholders at all levels to provide updates on ITIL process initiatives, gather feedback, and address concerns. Foster a culture of collaboration and transparency to promote buy-in and support for ITIL process improvements.

Qualifications:

• ITIL Foundation certification is required. Additional ITIL Intermediate or Expert certifications are preferred.
• Proven experience in IT service management roles with a focus on ITIL processes.
• Strong understanding of ITIL principles, frameworks, and methodologies.
• Experience implementing and managing ITIL processes in a complex organizational environment.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication, presentation, and interpersonal skills.
• Ability to work effectively in a team-oriented environment and collaborate with cross-functional teams.

Additional Requirements:

• Knowledge of IT service management tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Familiarity with industry best practices and standards related to IT service management.
• Ability to adapt to changing priorities and deadlines in a fast-paced environment.
• Strong attention to detail and commitment to quality.
• Willingness to stay updated on emerging trends and developments in IT service management and ITIL practices.