Original listing text, shown exactly as published by the company.
Responsibilities
- Develop and Improve IT Service Management (ITSM) processes including Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.
- Promote service ownership by Service Level Management process, the Service Catalog, and a Service Portfolio Management process.
- Integrate and support world-class 24x7x365 systems availability and performance through effective Incident, Release and Service Level Management processes, clear executive communications, and service recovery activities.
- Establish Knowledge Management as a core practice within Corporate IT, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization.
- Enable continual service improvement through the effective use of metrics and key performance indicators.
- Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
- Support the implementation of service management and reporting tools, including the analysis and administration of SLM tools to understand key performance indicators for service delivery.
- Document our current application development and delivery environments and promote the use of CI/CD practices where possible to deliver business value faster.
- Champion architectural best practices and provide process guidance to IT teams on the design and planning of our application delivery infrastructure.
- Upgrade ServiceNow instance to current release.
Experience & Requirements
- Combined 10 years experience in IT Operations and Application Development.
- Strong knowledge of user lifecyle management.
- B.S. in computer science, engineering, or equivalent experience.
- Strong experience or understanding of the ITIL V3/V4 service management disciplines within the context of service development and service operations
- Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data
- Experience implementing cross-functional process improvements and delivering excellent results
- Strong technology experience in using and administering ServiceNow.
- Development experience.
- Integration experience with Workday.
- Strong experience with the Microsoft Office suite, including the ability to build and maintain business reports and plans.
- Strong technical knowledge of application and IT systems at all layers including commercial software, cloud-based, and custom applications, middleware, operating systems, databases, servers, networks, and virtualization technologies.
- Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions.
- High degree of autonomy and drive, with full ownership of the work
- Ready to engage with other key stakeholders of the company in a humble and productive way
- Proven ability to communicate and collaborate effectively with people at all organizational levels.
- Excellent verbal, written, presentation communication skills.
On-Camera Policy
To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all video interviews. Being on camera fosters authentic connection, improves communication, and allows for full engagement from both candidates and interviewers. We understand that technical, bandwidth, or location-related challenges may occasionally prevent video use. If this applies, candidates are required to notify us in advance so we can explore appropriate accommodations.
Security Requirements
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Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes, and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).
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Background checks are required for this position.
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This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.
