ITSM Senior Specialist

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This mid-senior level employee is primarily responsible for overseeing the operations of ITIL processes specifically Service Asset and Configuration Management (SACM) and other processes such as Knowledge and Capacity management. Supports the creation and communication of clear expectations and scope requirements that are provided to Managed Service Providers (MSPs) and CNA teams and that all agreed-upon outcomes are achieved on schedule, within budget and with high quality. May act as a point of contact for vendors and CNA internally, supporting the definition of business goals and measurements with the MSPs, building and maintaining strong relationships and measuring / monitoring MSPs performance to drive continuous improvement.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:

• Responsible for evaluation, improvement, and implementation of ITSM processes and driving best-practices, standardization, and adherence
• Assist in designing solutions for all ongoing projects and initiatives, and ensure the solutions protect CNA interests and investments.
• Analyze performance and use SLA's and KPI's to evaluate the effectiveness and efficiency of the ITSM processes
• Drive the delivery of the solution, providing leadership and guidance to the architecture, development and project teams Sponsoring, designing and change managing the process and its metrics
• Serves as a conduit between MSPs and internal stakeholders to ensure business goals and consistent, continuously improved results are delivered, working within the framework of the ITSM MSP contract to define outcomes, SLA's and proper, unambiguous measurements for on-going infrastructure operations and projects that properly incentivize both CNA internal resources and the vendors to perform in CNA's best interest.
• Delivers results, creating value for the CNA brand, customers, and key internal stakeholders by ensuring reliable, cost effective and optimized business operations.
• Participates in the measurement and monitoring of MSPs performance and reviews outcomes to determine how to change them to continuously drive better results at lower costs and to co-develop capabilities with MSPs for the purposes of reducing costs, improving processes and innovating services in the Infrastructure Network space.
• Actively participates in the creation of established standards and controls and works to ensure others (CNA and partner MSP personnel) comply with these same standards and controls.
• May perform additional duties as assigned.

Reporting Relationship
Typically reports to Director or above.
Skills, Knowledge & Abilities

• Thorough knowledge of Service Asset and Configuration, Knowledge and Capacity management processes.
• Experience in using ServiceNow ITSM toolset, reporting and SAMPro or FlexNet.
• Solid understanding of all ITIL processes and workflows.
• Solid project management skills and ability to organize and plan effectively to meet project goals.
• Strong knowledge in service level definitions, monitoring and reporting.
• Prior experience managing external MSPs with a successful track record of building, developing and managing service delivery and support teams.
• Acts with a sense of urgency and accountability while achieving quality results and identifying and resolving problems and issues within the scope of responsibility.
• Detail-orientation with proven analytical and problem-solving skills, and the ability to effectively plan and support multiple projects and project teams.
• Strategic thinker about business issues across product areas and industries.
• Strong writing, oral, presentation and communication skills.

Education & Experience

• 3-5 years' experience in the required ITIL processes operations management.
• Bachelor's Degree in Computer Science, Information Technology, or related work experience.
• Experience collaborating with and managing an implementation partner
• Self-starter and quick learner with lots of initiative and ability to work independently and as part of a team
• Applicable certifications (for assigned IT area) is also preferred.
• ITIL V3 foundations certification

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CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .