Senior ITSM Process Specialist

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 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. 

Under minimal supervision, the Senior IT Service Management (ITSM) Process Specialist is responsible for working with Process Managers and stakeholders to identify improvement opportunities and bring understanding and discipline to these processes through quality control, training and documentation.  The Senior ITSM Process Specialist will manage all critical incidents and some lower priority incidents through their lifecycle and in compliance with established OLAs.

Essential Duties and Responsibilities:

• Open and drive incident bridge calls and troubleshooting chats for Critical incidents and other lower priority incidents as required.
• Assess the issue and promptly engage escalated support teams
• Establish ownership and ensure restoration activities progress
• Ensure follow-up actions are clearly documented and are completed.
• Communicate incident updates internally and to customers.
• Capture detailed and accurate timeline of actions taken during an incident.
• Complete Post Incident Review (PIR) documentation and conduct a meeting with stakeholders.
• May participate in Problem Reviews.
• Assist Tier 2 support teams when requested.
• Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analyzing and reporting on key metrics.
• Develop and document training material for Incident Management Best Practices and other processes and lead the delivery of training presentations to IT teams.
• As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes and determining a plan for mitigation of gaps.
• Create and maintain documentation for new and existing processes, including but not limited to workflows, procedures, policy statement.
• Participate in requirements gathering for enhancements to processes or new features/functionality using the ITSM software product.
• Develop use case scenarios to use in the ITSM software product for use in UAT or other regression testing and actively participate in UAT testing.
• Work closely with service, product and business owners to integrate service management practices into the delivery of IT services
• Engage regularly with stakeholders to develop, manage, and refine the ITSM processes, ensuring their needs are met.
• Support, promote and ensure consistent alignment to IT standards, processes, and tools

Qualifications:

• Five or more years of experience demonstrating extensive subject matter expertise supporting and adhering to an ITSM Incident Management process. Additional experience with other ITSM processes including problem management, change management, reporting and performance analytics, is preferable.
• Two or more years of knowledge and experience supporting an ITSM software product, preferably ServiceNow.
• ITIL V3 Intermediate Level Certification required.
• Excellent written and verbal communication skills, including process documentation.
• Strong analytical skillset required.
• Ability to work independently and in a team is vital.
• Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
• Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
• In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

Educational Requirements:

• This position requires an associate degree in Computer Science, Information Technology or related field or equivalent work experience. Bachelor’s degree is preferred.
• IT Infrastructure Library (ITIL) Foundations certification required.
• ITIL Service Lifecycle Certificate(s) (i.e., Service Operations, Service Strategy, Service Transition, etc.) preferred, but required within 12 months.

Workdays:

Normal workdays are Monday through Friday.  Occasional Saturdays and Sundays may be necessary.  Participation in on-call rotation is required.

Work Hours:

Normal work hours are 8:00 a.m. to 5:00 p.m.  Additional hours may be necessary based on on-call rotation.

Discount Tire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.

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Essential Duties and Responsibilities:

• Accountable for CSI of process, process roadmap, governance and KPIs of processes
• Manage customer relationships, ensuring processes meet the needs of stakeholders
• Participate in creating ITSM tool requirements for assigned processes, and in UAT testing
• Initiates and maintains process compliance training program for IT resources
• Develop new services, applications, and processes through the use of the ITSM software product
• Serve as a subject matter expert with one or more of the ITSM processes
• Lead the delivery of training material and training presentation to assist in the usage and understanding of processes
• Create and maintain new documentation and knowledge articles as required.
• Participate in requirements gathering for enhancements to processes or new features such as service request opportunities.
• Provide process design, continual service improvement activities, reporting, and monitoring of status.
• Collaborate with other Process Managers to deliver new ITSM processes
• Create and update documentation, including workflow, processes, and procedures documentation.
• Support, promote and ensure consistent alignment to IT standards, processes and tools
• Work closely with service, product and business owners to integrate service management practices into the delivery of IT services
• Lead continual service and process improvements through regular analysis of key metrics
• Engage regularly with stakeholders to develop, manage, and refine the ITSM processes
• Provide guidance and oversee management of key Service Management processes
• Complete work in a timely and accurate manner while providing exceptional customer service
• Other duties as assigned

Qualifications:

• This position requires a minimum of five years of experience with extensive subject matter expertise supporting, leading, and/or adhering to an ITSM process (i.e., Incident Management, Change Management, Problem Management, etc.) or related work experience.
• Two or more years of knowledge and experience supporting an ITSM software product, preferably ServiceNow. ITIL V3 Intermediate Level Certification required.
• Strong analytical skillset required.
• Ability to work independently and in a team is vital.
• Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
• Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
• In addition, organizational and problem solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

Educational Requirements:

• This position requires an associate degree in Computer Science, Information Technology or related field or equivalent work experience.
• Bachelor's degree is preferred.
• IT Infrastructure Library (ITIL) Foundations certification required.
• ITIL Service Lifecycle Certificate(s) (i.e., Service Operations, Service Strategy, Service Transition, etc.) preferred, but required within 12 months.

Work Days:

Normal work days are Monday through Friday. Occasional Saturdays and Sundays may be necessary.

Work Hours:

Normal work hours are 8:00 a.m. to 5:00 p.m. Additional hours may be necessary.