ITIL Visio Process Mapping ServiceNow Operational Support System Verbal Communicatio   Requirement id 111386 Job title Consultant Job location in Raleigh, NC Skills required ITIL, ITSM Platform And Services, Visio, Process Mapping ServiceNow Operational S Open Date 04-Nov-2020 Close Date Job type Contract Duration 6 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: ITIL, ITSM Platform And Services, Visio, Process Mapping ServiceNow Operational S Start Date :10/01/2020 End Date :03/31/2021 Submission Deadline :11/11/2020 Client Info : NCDIT Note : * Agency Interview Type : Either Webcam Interview or In Person Description : ***The candidate will be allowed to work remotely and then if staff do return to site the candidate will be asked to be onsite at least two to three days a week. ***The candidate will need to come onsite the first day to collect equipment. Service Level Management Process Owner: DITs IT Service Excellence (ITSE) Team is seeking an organized and self-directed Service Level Management (SLM) Process Owner with extensive experience in IT Service Management (ITSM) and the Information Technology Infrastructure Library (ITIL) framework. The SLM Process Owner will assist with ITSE Team and the NC Department of Information Technology (DIT) in the establishment, documentation, and maintenance of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Service Maturity Assessments (SMAs), and Service Transition Readiness Assessment Checklist (STRAC). This position is contract based and the term is three months with the intent to renew and the hours may be flexible within a standard business day. The position is in the Raleigh, North Carolina area. Core Job Functions • Oversee and manage the documentation of SLAs and OLAs for DIT Services • Ensure that requirements to the ServiceNow platform support the documented SLAs and OLAs • Develop requirements for SLA and OLA dashboards and schedule performance reviews with key stakeholders • Oversee and manage the documentation of SMAs for over 20 production DIT Services across eight (8) ITIL process domains and 100 evaluation criteria • Aggregate and evaluate SMA data for each service across the enterprise. • Create a schedule for and conduct the review of SMAs with the Executive Management team and ensure that priorities for service improvement initiatives are documented and tracked • Drive all processes and documentation forward with Continual Service Improvement • Strong communication and collaboration skills • Perform other related duties as assigned CMDB Manager Requirements and Qualifications • Understanding of the IT Infrastructure Library (ITIL) IT Service Management lifecycle • Able to work both independently as well as collaboratively with minimal supervision • Ability to manage and prioritize multiple assignments • Position requires interpersonal skills project management, business and systems analysis, process management and re-engineering • Excellent written and verbal communication skills • Strong Understanding of ServiceNow ITSM platform • Strong knowledge of Service Level Agreements and Operational Level Agreements • Experienced with Visio and process mapping methodologies • Experienced with the process maturity assessments License(s) & Certifications • Bachelors degree or higher in Computer Science/ Information Technology or related and relevant experience • ITIL V3 Foundations Certification or higher   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 111386 while calling.   Other jobs in NC: Chapel Hill (2), Charlotte (58), Dix Campus (1), Greensboro (3), Morrisville (2), North Charlotte (2), Raleigh (96), St Raleigh (2), Winston Salem (3), ITIL job openings in Raleigh, NC Jobs List NCDIT - Service Support Analyst- Expert (722858) Create date: 16-Oct-2023 Remote start date :08/01/2023 End date :05/01/2024 submission deadline :10/17/2023 client info :10/17/2023 Description : The DIT Service Desk is the 24×7x365 single point of contact for customer submitted incidents and service requests.... (This job is for - ITIL ServiceNow Jobs in NC Raleigh Expert - (in Raleigh, NC)) NCDIT - Service Support Analyst- Expert (722857) Create date: 16-Oct-2023 Remote start date :08/01/2023 End date :06/28/2024 submission deadline :10/17/2023 client info :NCDIT Description : The DIT Service Desk is the 24×7x365 single point of contact for customer submitted incidents and service requests. Ser.... 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