Job Description
Job DescriptionTITLE: Associate Director, IT OperationsLOCATION: Emeryville, CAPOSITION: Full timeClient X is seeking an IT Services Leader to work within a team entrusted with formulating long-term ITSM strategy & governance framework for the organization. This role is for an individual contributor & a team player who would work closely with technology & business leadership across the organization to ensure alignment of ITSM work practices with long term ITSM strategy.We are looking for a motivated, independent engineer who can learn technologies quickly, and who can translate needs across teams – including communicating with stakeholders who are not experts in software infrastructure. This position offers flexibility to design new systems and processes from the ground up – and to have a real impact on Client X’s ability to deliver synthetic organisms.Responsibilities:
- Responsible for ITSM governance and execution of ITIL strategies.
- Devise strategy & framework for deployment & execution of automation across ITSM process areas.
- Bringing AI & ML in ITSM process areas & formulate the execution path.
- Promote & Execute DevOps initiatives & methods in ITSM work practices.
- Design, develop and maintain a robust and scalable CMDB.
- Collaborate with various groups to identify requirements and translate business/ operational needs and high-level technical specifications via agile stories in ServiceNow/DevOps tools.
- Align & standardize ITSM metrics & deploy automated Performance Analytics reports with Service Now development team.
Qualifications:
- Solid grasp of ITSM and industry standard methodologies related to ITIL, DevOps.
- Proven experience in deployment of ITSM automation in large organizations.
- Service Now development background.
- Experience using agile and iterative development practices and methodologies such as Scrum/Agile
- Minimum 4-5 years' experience in ServiceNow ITSM and CSM modules.
- Drive process improvement initiatives following SAFe and DevSecOps methodologies.
- Hands on Experience with reporting tools (Tableau, Power BI, etc..)
- Experienced with Application support or general IT operations.
- Experience working in diversified teams spread virtually across countries and time zones.
- 8-12+ years overall IT experience.
- 5+ years Prior experience within ITIL / IT Service Management process areas, facilitating reviews and leading remediations activities.
- 3-5+ years ITIL Foundations Certification or higher (ITIL 4 preferred)
- Bachelor's or Master's Degree in Computer Science, Management Information Systems or other related field.