ITSM Process Owner

Job Summary

Are you a change agent, skilled in designing and overseeing Processes across Enterprise IT?  Do you consider yourself an internal consultant that likes to understand and apply industry best practices and emerging technologies to design and deliver modern IT operations processes?  If so, join our team! 

We’re focused on establishing world-class IT Service Management and Operational Quality across MathWorks IT. With this goal in mind, we’re looking for an experienced IT Process Owner to be an ITSM / ITOM champion among business stakeholders, leading the ongoing maturing, adoption, and continuous improvement of our Processes.

In this role, you will be responsible for designing, reviewing, and continuously improving ITSM / ITOM processes (e.g., Major Incident, Problem, Change, Release Management, etc.) and tools (ServiceNow, PowerBI, JIRA, etc.), ensuring they are optimized to meet operational goals, achieve desired business outcomes, improve process adoption, and reduce waste in the organization. You will also be responsible for carrying out the operational execution of some of these processes (e.g., hosting the Change Advisory Board, leading Root Cause Analysis, carrying out Major Incident post-mortems). Finally, you will be responsible for reporting out on Process KPIs and metrics used in our executive advisories, taking initiative to identify and action improvement opportunities.

Responsibilities

• Own IT Service and Operations Management Processes. This includes designing, implementing, supporting, and continuously improving Processes.
• Partner with Application Product Owners, Process Owners and Development, driving ITSM tooling enhancements and continuous improvement.
• Partner with business stakeholders, providing ongoing training and support in leveraging Processes, motivating their adherence.
• Develop outcome-based metrics to monitor the effectiveness of Processes.
• Provide accurate and timely reports that support decision-making in the organization.
• Identify opportunities for enhancing Processes. Drive their continuous improvement.
• Understand industry trends and best practices, identifying and implementing opportunities for optimizing, automating, and enhancing ITSM/ITOM workflows.
• Own operational Process activities (e.g: host Change Advisory Board Meetings, RCAs, Postmortems).

Minimum Qualifications

• Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.
• A bachelor's degree and 3 years of professional work experience (or a master's degree, or equivalent experience) is required.

Additional Qualifications

• Strong knowledge of IT Service and Operations Management (ITIL 4 certifications preferred).
• Demonstrated ability in defining strategic road map for process evolution
• Experience working in and providing requirements for developing ITSM Platforms (e.g., ServiceNow).
• Experience developing dashboards using visualization and analytical tools (e.g., MS PowerBI).
• Experience leading Problem and Root Cause Analysis across IT Teams.
• Experience establishing, maturing, and improving Configuration Management and the CMDB is a plus.
• Experience with automation platforms (e.g., Power Automate) and development is a plus.
• Knowledge of DevOps practices (e.g., CI/CD) and tooling is a plus.
• Leadership experience is a plus.