IT Infrastructure Library Process Owner II - KCS & ServiceNow Focus

Position Summary / Career Interest:

The ITIL Process Owner II is accountable for the ITIL Change/Release/Incident/Problem/Service Level processes and is responsible for identifying improvements to ensure that the processes continue to be effective and efficient. Responsibilities include planning and coordination of all activities required to carry out, monitor and report on the processes. The ITIL Process Owner II takes the primary tactical role in the ownership of projects and issues as assigned. This individual serves as liaison between project teams, coordinates with IT areas/groups, ancillary IT employees and co-workers to solve problems and provide solutions and improve processes. This individual ensures that incidents, problems, changes, releases, service levels and related policies/processes/procedures adhere to the organizational values, enabling The University of Kansas Hospital System and related entities' to provide the best possible patient care and financial management.


Responsibilities and Essential Job Functions

• "Responsible for the overall design and management of the ITIL processes.
• Considered a Subject Matter Resource in ITIL processes and policies.
• Utilize deep knowledge of process & solution management practices to understand business/function requirements, and evaluates and responds to local design needs.
• Apply a deep understanding of process & solution management to determine best practices, and recommends how to improve current ITIL practices globally.
• Provide interpretation of ITIL policies, procedures, processes and leading practices.
• Provide policy analysis and alignment with business practices and processes.
• Facilitate the completion and maintenance of potential solution and tools as approved.
• Contribute to definition and maintenance of ITIL related policies, processes, and standards.
• Maintain an in-depth understanding of methodologies/processes and timeframes that support the monitoring of ITIL process successes in areas targeted for improvement.
• Assist leadership in identifying areas of efficiency gains in the ITIL Management processes, scope potential solutions, and work with technology teams to drive process improvement projects to completion.
• Assist in the definition of ITIL processes, policies, and procedures and adjust established methods and work flows as needed while identifying issues and risks to procedures, processes and policy change.
• Participate in integrating ITIL management with other business functions and systems.
• Implement and refine repeatable processes and controls that demonstrate quality and regulatory compliance.
• Perform asset lifecycle services including tracking and reporting on all hardware and software across the enterprise, monitoring and reporting on computer and software deployments and ensuring software license compliance.
• Maintain documentation of existing process flows, identify areas of inefficiency and ideas for improvements.
• Implement and monitor key metrics of ITIL program. Provide routine and complete management status reporting.
• Experience with workload design, and ability to identify gaps for continuous incremental process improvement.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• 3 or more years to 5 years direct work experience in an IT Service management role, including all aspects of strategy development and execution; OR
• 5 or more years to 7 years relevant work experience in an ITIL capacity.

Preferred Education and Experience

• Master's Degree in Computer and Information Science or Related field
• Bachelors Degree in Computer and Information Science or related field AND
• 5 or more years to 7 years in an ITIL capacity.

Required Licensure and Certification

• ITIL Foundations Certification in ITSM, ITSM Ticketing System experience

Preferred Licensure and Certification

• Certified ITIL Foundations

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.