ITSM Architect

Job Title: ITSM Process Architect

Location: St. Paul, Minnesota

Onsite/Remote: Remote

Duration: Six (6) months with possible extension

Contract/Perm: Contract (full-time)

Roles/Responsibilities:

• Current Process Assessment:
  • Conduct a thorough assessment of our existing ITSM processes.
  • Identify areas for improvement, potential bottlenecks, and inefficiencies.
  • Document current workflows, procedures, and policies related to IT service management practice.
• Requirements Gathering:
  • Collaborate with key stakeholders to understand business requirements and service practice expectations.
  • Identify and document specific needs and preferences for IT service delivery supporting practices.
  • Ensure alignment of ITSM processes with organizational goals and industry best practices.
• Process Design and Documentation:
  • Design streamlined and efficient ITSM processes based on industry best practices (ITIL, COBIT, etc.).
  • Develop detailed process documentation, including workflows, roles, responsibilities, and key performance indicators (KPIs).
  • Create user-friendly practice documentation for end-users and IT staff.
• Implementation Support:
  • Provide guidance and support during the implementation of new ITSM processes.
  • Collaborate with internal teams to ensure smooth transition and adoption of the updated processes.
  • Conduct training sessions as needed for end-users and IT staff.
• Continuous Improvement:
  • Establish mechanisms for continuous monitoring and improvement of ITSM processes.
  • Implement feedback loops and key performance indicators to measure process effectiveness.
  • Propose and implement adjustments to processes as needed for continuous optimization.
• Documentation and Reporting:
  • Maintain accurate and up-to-date documentation of ITSM processes.
  • Generate regular reports on the performance of ITSM processes for management review

Minimum Qualifications:

1. Bachelor's or Master's degree in Computer Science, Information Technology, or a related field, or relevant certification in the role.
2. 5+ years of experience as an ITSM Architect. This experience must include assessing, designing, developing and implementing and documenting ITSM processes and workflows.
3. ITIL Foundation Certification
4. Experience with major incident plan documentation, which would include defining major incident, creating a roles and responsibilities matrix, incident detection and reporting procedures, incident categorization.
5. Experience in creating escalation procedures, incident response procedures, resolution and recovery plans.
6. Experience in developing and conducting training programs to include testing and simulations.
7. Skilled in continuous improvement plan development.
8. Proven expertise in documenting and implementing ITSM processes.
9. Strong communication and collaboration skills.

Desired Qualifications:

1. Any other relevant ITIL Certifications are highly preferred (i.e ITIL Practitioner, Intermediate, Expert, Master, etc.)
2. COBIT Certification is desirable
3. TOGAF Certification is desirable.
4. Relevant certifications for Business Process/Service Management is desirable.