ITIL Process Engineer

Job Title : ITIL Process Engineer

Location : Princeton, NJ

Type : C2H

Roles and Responsibilities :

1. ITIL Process Support :

• Support the implementation and maintenance of ITIL-based processes.
• Assist in ensuring ITIL processes align with business objectives and industry best practices.
• Work with IT teams to adopt and integrate ITIL processes into their daily operations.

2. Incident and Problem Management :

• Assist in managing the incident management process to ensure rapid identification and resolution of incidents.
• Work with support teams to manage and resolve incidents within agreed SLAs.
• Help conduct root cause analysis and support problem resolution to prevent recurrence.

3. Change and Release Management :

• Support the change management process, including documentation, review, and approval of changes.
• Assist in coordinating the release management process with development and operations teams to ensure successful deployments.

4. Service Level Management :

• Assist in defining, negotiating, and managing SLAs with internal and external stakeholders.
• Monitor service performance against SLAs and support compliance efforts.
• Help implement corrective actions to address SLA breaches and improve service quality.

5. Continual Service Improvement (CSI) :

• Contribute to CSI initiatives to identify and implement improvements in IT services and processes.
• Participate in regular reviews of ITIL processes and performance metrics to identify areas for enhancement.
• Promote a culture of continuous improvement within the IT organization.

6. Training and Knowledge Management :

• Support the development and delivery of ITIL training programs for IT staff.
• Help maintain a centralized knowledge base to support process implementation and training.
• Participate in knowledge transfer sessions to ensure consistent application of ITIL processes.

7. Reporting and Documentation :

• Assist in generating and presenting regular reports on ITIL process performance and compliance.
• Help maintain comprehensive documentation of all ITIL processes, policies, and procedures.
• Ensure documentation is up-to-date and accessible to relevant stakeholders.

8. Stakeholder Engagement :

• Act as a point of contact for ITIL process-related inquiries and issues.
• Engage with stakeholders to understand their requirements and ensure ITIL processes meet their needs.
• Foster strong relationships with internal and external stakeholders to promote collaboration and process adherence.

Qualifications and Skills :

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• ITIL Foundation Certification is required; advanced ITIL certifications are preferred.
• Experience in supporting ITIL processes in a medium to large organization.
• Strong knowledge of ITIL frameworks and best practices.
• Excellent analytical, problem-solving, and decision-making skills.
• Effective communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Proficiency in using ITSM tools and software.

Preferred Experience :

• Experience in IT service delivery in a 24x7 operational environment.
• Experience in process improvement initiatives.
3 days ago