TACG ITIL Subject Matter Expert in Montgomery, Alabama

This job was posted by https://joblink.alabama.gov : For more information, please see: https://joblink.alabama.gov/ada/r/jobs/2447131 Position Summary: The role of the Information Technology Infrastructure Library (ITIL) SME is to guide, design and author IT services based on senior level guidance and overall strategic guidance. The ITIL SME will help ensure alignment of ITSM practices and multiple ITIL processes to support end to end service delivery with organizational goals and objectives. The ITIL SME must have a broad range of ITSM experience and collaborate with global process stakeholders, including technical management, functional management, project management, and business process subject matter experts in order to establish and author service strategies and designs. The ITIL SME must be adept in setting up new service management activities, including governance and domain analysis frameworks, and guiding organizational change management. The ITIL SME will provide guidance for Service Transition of the services that they have designed and authored as well as monitor service operations to support continuous service improvement. This position will require adaptation of ITIL framework implementation within the standards provided by the DoD Enterprise Service Management Framework (DESMF) and strong project management skills. Essential Job Functions:Act as Strategic Liaison to multiple organizational elements to ensure ITIL processes and systems support the organization.Coordinate sub processes of Service Transition to ensure the business value planned for Service Strategy and Service Design can be achievedCollaborate with all stakeholders to communicate ITSM vision and benefitsAssume full responsibility for delivery of service capabilities consistent with service management division requirements and overall strategic guidance Author and manage creation of standardized IT services' strategy, design, and transition for global services across multiple disciplines under the DESMF and ITIL frameworksProvide technical assistance in preparing new process guides for IT ServicesMonitor service team timelines, milestones, and resource usage to ensure delivery of assigned service objectivesDetermine impact of service changes on the business case and re-forecast value creation; monitor service transition risks and mitigation actionsBuild strong relationships with both internal and external IT services teams (IT Service owners, stakeholders, project teams and offices) and senior management to ensure IT services are meeting the overall strategic goalsCollaborate with Service and Process owners specific to Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, and Request FulfillmentProvide inputs to ensure the Service Level Manager can successfully negotiate Service Level Agreements (SLAs)Ensure all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targetsAuthor and implement Continuous Service Improvement plan for software development and service operations in order to improve effectiveness, efficiency and quality of service Ensure the information in the Service Catalog is correct and acts as an escalation point for major Incidents and a focus for service improvement Work closely with the IT Service Management leaders, to help build out the service performance review cycle for review with customer stakeholders Continually measure the performance of the IT services and design improvements to IT services and IT processes in order to increase efficiency, effectiveness, and capability of the IT Services with collaboration with all stakeholdersEnsure service performance packs and reports are prepared for each Service Review meeting Understand business issues and challenges, and forward plans, sharing information with the IT service Manage ment leads. Facilitate Service Performance Reviews with business Stakeholders Adapt ITIL standards to meet unique needs of DoD/Air Force policies and processesChampioning organization change and adoption of ITSM best practices through coaching and training Essential Job Requirements:Education:Four-year degree in Computer Science, Business, Management or related field. Master's degree preferred.Experience:15+ years of broad/diverse background and experience in policy and process improvement/re-engineering, requirements analysis, and/or organizational transformation. 5+ years of background and experience in ITIL ITSMO strategy, design, integration and management.Prefer a minimum of 2 years of experience working with the US Air Force community (DoD may be acceptable) Required Skills:Ability to design, author and implement services under the ITIL frameworkITIL certificationsOrganization transformation skills/experienceProficient in Microsoft Office SuiteGood oral, verbal and written communications skillsHigh degree of collaboration skillsPreferred Skills:Working knowledge of Department of Defense Enterprise Service Management Framework (DESMF)Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. R