ITSM Lead

IT Services Management Lead
Job Summary:

• Responsible for the overall management and execution of ITSM (IT Services Management) processesincluding Incident, Problem, Change, Knowledge, Configuration Management and Major IncidentManagement, leveraging ServiceNow and related tools and processes. Serve as the overall lead andprovide technical direction and leadership to process specific leads focused on specific ITSM functions.
• Collaborate closely with the Service Towers, Service Desk, Command Center, SMEs (Subject MatterExperts) to ensure timely resolution of Incidents and Requests, and attainment of the established SLAsand KPIs. Continuously improve service excellence and customer satisfaction by minimizing businessdisruption and focusing on end-to-end user experience. Establish standards, operating procedures,processes and policies relating to ITSM processes and ensure adherence.

Job Responsibilities:

• Essential duties and responsibilities include the following. Other duties may be assigned as appropriate.
• Closely monitor the relevant dashboards in ServiceNow on a regular basis and ensureexceptions including Incidents and Requests that are Breached, Escalated, Reopened orcategorized as high priority are handled in a timely manner. Connect with the Service Towerson a regular basis to ensure exception tickets are handled as a priority.
• Create and present daily/ weekly monthly operational reports, for leadership review, showingSLA and KPI attainment, Backlog Age and other operational metrics, and exception reports
  showing Incidents and Requests requiring special attention and focus.
• Serve as a Service Delivery Lead and Escalation Manager to the Service Desk and ensureSLA and KPI targets are met, and a high level of customer satisfaction is achieved.
• Review the open Problem tickets regularly and follow up with the appropriate teams andensure they are addressed and closed by the due date.
• Oversee / triage P1 Incidents and determine if I&O teams' engagement is necessary andengage the appropriate teams or SMEs (Subject Matter Experts) on a P1 bridge.
• Drive major incidents to timely resolution by actively steering the troubleshooting process andcoordinating across stakeholders and resolver groups. Capture good incident documentation
  with a focus on attention to details.
• Ensure root causes and action plans are properly documented and published in a timelymanner.
• Ensure adherence to established global standards, processes, procedures and bestpractices.
• Participate in on-call rotation for MIM / MOD (Major Incident Manager and Manager On Duty)duties. Provide 24x7 support for global operations as required.
• Oversee / host weekly CAB (Change Advisory Board) meetings with a large audience andclosely
• Provide backup support for other process leads when they are out of the office.
• Contribute to identifying and documenting product enhancement requirements inServiceNow, in coordination with stakeholders and technical team members.
• Follow through on agreed upon enhancements / evolutions and ensure they meet customerrequirements.
• Document processes and procedures consistent with professional quality documents andcreate and maintain operational Runbooks.

Required Qualifications:

• Bachelors degree. in computer science / information systems or equivalent combination of
• relevant education and experience.
• ServiceNow Certification, ITIL Certification or equivalent.
• 6+ years of hands-on experience with the ServiceNow platform in the areas of IncidentManagement, Problem Management, Configuration Management, Reporting andDashboards, Change Requests, Service Catalogs, Workflow.
• 4+ years of experience leading technical teams
• Good understanding of the ITIL and ITSM processes, IT Infrastructure and InformationSystems.
• 2+ years of experience with Power BI and Microsoft Teams.
• Excellent verbal, presentation and written communication skills in English, including the abilityto communicate complex technical issues effectively and clearly to non-technical colleagues.
• Ability to create professional quality technical documentation, procedures, presentations and
  knowledge articles.
• Ability to prioritize and complete multiple tasks during critical and high-pressure situations.
• Excellent planning, collaborative, interpersonal, and time management skills.
• Excellent troubleshooting and problem-solving skills coupled with strong analytical skills.

Company Details:
At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancinginnovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment tosustainability, we give customers an edge in solving the nutritional challenges of today andtomorrow. Were a global leader in human and animal nutrition and the worlds premier agriculturalorigination and processing company.

Our breadth, depth, insights, facilities and logistical expertise giveus unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From theseed of the idea to the outcome of the solution, we enrich the quality of life the world over.