Introduction
Position Description:
The IT Service and Requirements Manager is responsible for overseeing the design, delivery, and continuous improvement of IT services while ensuring they meet and exceed business needs. This role bridges technical operations with strategic planning, aligning IT capabilities with organizational goals, and managing both service delivery and functional requirements.
Your role and responsibilities
Responsibilities include:
• Provides oversight and support of all organizational processes.
• Coordinates efforts to develop new processes with stakeholders across the organization.
• Reports on effectiveness of processes and tools to Leadership.
• Provides oversight and support of Incident Manager in accordance with the Incident Management SOP.
• Acts as Change Manager for the Organization.
• Directs weekly CAB meetings, to include providing agenda and meeting minutes.
• Works with stakeholders across the organization to define new process objectives. Documents new processes and automation requirements (working closely with ServiceNow team).
• Manage Continual Improvement Initiatives, i.e. Establishment and review of all business processes to include all supportive documentation that is required to implement the process. Examples include, Service Catalog Request Processes, Incident Management, Change Management, Problem Management.
• Participates in specialized areas of expertise, COOP plans, Asset management, and testing, when appropriate.
• Translates business processes into automation requirements for Implementation team (ServiceNow).
Required education
Bachelor's Degree
Preferred education
None
Required technical and professional expertise
• Bachelor's degree in information technology or related field,
• Five plus years of experience providing process for technical/IT projects.
• Excellent verbal and written communication skills.
• Experience using ServiceNow Proficient with Microsoft Office Applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint).
• Experience using SharePoint.
Requires a Secret Clearance
Preferred technical and professional experience
• IT Service Management Tools: Deep expertise in utilizing IT service management tools beyond Remedy, ServiceNow, and IBM Control Desk, such as their equivalents, to drive efficient IT service management.
• Advanced Business Functionality: Experience with advanced business functionality of IT service management applications, enabling seamless integration with business operations.
• Cross-Functional Collaboration: Deep understanding of how IT service management solutions interact with other business functions, ensuring smooth business operations and minimal disruptions.
ITIL 4- Processes for incident Management, Change Enablement, Continual Improvement, Knowledge Management.
OTHER RELEVANT JOB DETAILS
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.
US Citizenship Required.
The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.
