Sr ITSM Process Specialist in Scottsdale, AZ at Discount Tire Corporate Careers

Date Posted: 2/19/2018

Job Snapshot

Job Description

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 55 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a Company that promotes from within, both in our retail and corporate operations.  

Our Information Technology division consists of more than 200 professionals and continues to grow responsibly.  The IT Service Management department is looking to add a Senior Process Specialist to their current team.   This person will analyze, define, implement and refine enterprise-wide IT Service Management (ITSM) processes for the Company through the use of ITIL Framework.  They will serve as a process owner and subject matter expert for one or more ITIL processes, including Incident Management, problem Management, Knowledge Management, and Configuration Management.  In addition, they will be accountable for the successful implementation of assigned ITSM processes/projects. 

Essential Duties and Responsibilities:

  • Analyzes, designs, implements and refines one or more complex ITSM processes using ITIL framework as a guideline.
  • Acts as a process manager for one or more processes, including recommendations for improvement.
  • Accountable for Continuous Strategic Improvement (CSI) of process, process roadmap, governance and KPIs of processes within scope of responsibility.
  • Determines appropriate technical and non-technical stakeholders to participate in process/project team.
  • Leads process/project team and influences collaboration and support for implementation of process/project.
  • Manages ITSM tool requirements for assigned processes, and coordination and/or execution of UAT testing.
  • Mentors and trains ITSM Process Specialists II around ITIL framework and best practices.
  • Analyzes and identifies trends and process gaps with a focus on CSI and leads initiatives.
  • Aligns efforts with other ITSM Process Specialists to ensure common direction.
  • Provides outstanding customer service to both technical and non-technical customers.
  • Develops cultural change management materials and customer training.
  • Provides technical input into business case analyses and supports analysis of technical alternatives.
  • Keeps abreast of industry advancements and industry best practices.
  • Participates in special projects, as needed.
  • Other duties may be assigned.


Job Requirements

Position Requirements:

  • This position requires a minimum of 5 years’ experience working within ITIL.
  • Corporate retail experience preferred.
  • Demonstrated analytical problem solving skills and technical analysis skills.
  • Extensive experience facilitating and developing teams of Subject Matter Experts that collaborate on process improvements are necessary.
  • Demonstrated experience working with Software Development Life Cycle (SDLC) methodologies such as Agile and Waterfall.
  • Thorough working knowledge of platforms/applications or software products used by the Company.
  • Experiences with ServiceNow preferred.
  • Ability to identify problems, review information to develop and evaluate options is essential.
  • This position requires excellent communication, interpersonal and customer service skills.
  • The ability to multi-task, and manage multiple projects, while making timely and sound decisions, and meeting various deadlines simultaneously is required.
  • The ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently is essential.
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
  • Troubleshooting, organizational and problem solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
  • Maintaining confidentiality, treating others with respect and upholding Company values are key attributes. 

Educational Requirements:

  • This position requires a Bachelor’s Degree or equivalent work experience in Computer Sciences, Change Management, Release Management, Problem Management or Project Management.
  • ITIL Intermediate Certification required. ITIL Advanced certifications preferred.

Preference will be given to local candidates. No staffing agencies. Salary range is depending on experience.