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Job Description: Primary Responsibilities (Essential Functions):

* Develops and uses skills as a seasoned, experienced professional with a broad understanding of industry practices and works to resolve a wide range of issues in creative and practical ways.
* Conduct daily check-in with stakeholders and escalate issues that need resolution, as needed.
* Participate in key ITIL/IT Service Management (ITSM) based operational process management activities.
* Contribute to tool feature and functionality assessments, requirements discovery, gathering and documentation.
* Document requirements with ITSM and CMDB (Configuration Management database) SMEs and translate them to Product Manager stories
* Define and document use cases for IT process and tool initiatives focused on Incident, Problem/RCA, Change, Configuration Management (CMDB) processes.
* Operational onboarding assistance to processes for M&A and internal service teams.
* Assist with conducting IT process analysis, designing process workflows aligned to associated solutions, and configuration management activities.
* Contribute to feature/function test objectives and scope, and assist in user acceptance test planning and execution.
* Provide deployment, training, cutover, and production support to key stakeholders.
* Troubleshooting, facilitating system issue resolution, and suggesting IT process and tool workarounds, as needed.

* Assist Product and Program Manager stakeholders to deliver new capabilities from ideation to deployment.
* Manage administrative portions of program and project delivery from inception to closure.

_Experience Required_

* 2-3 years experience operating and managing ITSM processes.
* 1-2 years of ITSM CMDB (Configuration Management Database) and IT Asset Management experience.
* 2-3 years of experience in a technical PM role
* Excellent problem-solving skills with a demonstrated ability to identify issues and manage through to resolution.
* An innovative thinker, collaborative, team oriented, and well-organized with strong presentation and reporting skills
* Experience in the development and implementation of process procedures, guidelines and standards.
* Ability to work in ambiguous situations with diverse stakeholders.

Knowledge and Skill Requirements:

* Bachelor's Degree or higher in Engineering, Technology or related field
* ITIL certified a plus
* Project Management skills; PMP Certified a plus
* Product Management knowledge
* Knowledge of IT Service Management (ITSM) tools (IBM, BMC Remedy, ServiceNow, JIRA, databases, CMDB, Discovery Tools)

Job Type: Contract

Salary: $50.00 - $55.00 per hour

Schedule:

• 8 hour shift

Experience:

• SQL: 1 year (Preferred)

Work Location: Remote

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