Itsm Process Excellence Consultant

SoHo Dragon represents an investment bank with offices in New York, NY that needs to hire an ITSM Process Excellence Consultant.

Primary area of focus is supporting IT Change management activities and 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). Secondary area of focus is Incident and Problem Management.

Remote mostly, but might need to come into the office 1 or 2 times a month for meetings.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Host and update documentation for Change Advisory Board (CAB) meetings
• Review, track, and moderate incoming Change Requests including Emergency Change Requests, with a focus on risk management and compliance requirements.
• Maintain documentation on production Major Incidents/System Troubles, ensuring that they are recorded with full information, including impact, root cause and resolution in a timely manner.
• Respond to and support internal (IT) issues and requests as needed.

• Support Key Performance Indicator (KPI) and Key Risk Indicator (KRI) process and reporting for Change management and Incident and Problem Management.

MINIMUM JOB REQUIREMENTS / 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