Itsm Process Excellence Consultant

Process Excellence ITSM (Associate)

NYC Midtown-hybrid, in office and remote

In this role you will be responsible for supporting IT business-as-usual (BAU) and project support activities. Primary areas of focus include supporting IT Change management and Incident and Problem Management including hosting ITIL-based Change Management Change Advisory Board (CAB) meetings for IT, analyzing/reporting production system issues, and analyzing/reporting key risk indicators (KRA and KRI).

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Host and track production system Change Advisory Board (CAB) meetings
• Host the Weekly Major Incident Review Meeting.
• Review and track production Major Incidents/System Troubles, ensuring that they are recorded with full information, including impact, root cause and resolution in a timely manner
• Perform Major Incident analyses, and prepare summary and trending reports: Weekly, Monthly, Quarterly, Yearly, as well as customer-facing system issue reports as needed.
• Support Key Performance Indicator (KPI) and Key Risk Indicator (KRI) process for Change management and Incident and Problem Management.

MINIMUM JOB REQUIREMENTS OR EXPERIENCE:

• Excellent attention to detail.
• Excellent written and verbal communication skills and ability to effectively communicate with different stakeholder audiences.
• Effective presentation skills
• Ability to prioritize and effectively follow through and manage multiple tasks.
• Able to work independently and in a team environment.
• Excellent Microsoft Office tools skills, particularly Excel.
• Excellent IT knowledge in financial industry and IT Governance.
• Knowledge in ITIL and best practices preferred.
• Experience with ServiceNow.