Sierra Nevada Corporation
IT Service Management Process Manager
Sierra Nevada Corporation, Littleton, Colorado, United States, 80130
SNC supports programs and warriors who protect our country. Be part of the team that helps protect our country.
Are you a results-driven, team-oriented IT leader? This is the opportunity for you! As ITSM Process Manager, you'll oversee IT Service Management and related functions at Sierra Nevada Corporation, ensuring all aspects of ITSM adhere to the highest operational and compliance standards. He/she is responsible for implementing strategic ITSM improvement plans across people, process and technology, ensuring SACM processes & CMDB effectiveness, facilitating change management process & tool design, and driving the identification of Critical Success Factors and KPI’s to measure IT Service Management improvement.
In this role, you'll participate in the execution and delivery of the team's VGOS (Vision, Strategy, Objectives and Goals), as well as collaborate on metric and KPI based reporting to ensure activities maintain visibility and adhere to goals defined in the IT Annual Plan. In this role, you'll execute talent strategy to maintain a well-trained, high performing, and motivated team, build and maintain business and cross functional relationships to proactively meet customer needs / address issues, as well as maintain and improve own processes and ensure alignment to other connected processes. You'll assist in the definition of project scope and objectives, involving relevant IT stakeholders to ensure technical feasibility, provide resource estimates for the project pipeline and visibility to team resource availability, and coordinate between IT functional areas, customers and stakeholders to ensure clear understanding of deliverables and risks.
Additionally, you will maintain deliverables within defined variances for cost, schedule, and quality, and remain aware of and proactive to industry trends relating to area of responsibility. You will adhere to standards for templates and related project artifacts, as well as contribute input to IT’s budget for resources and infrastructure to ensure operating within organizational parameters and directives.
As SNC's corporate team, we provide the company and its business areas with strategic direction and business support spanning executive management, finance and accounting, operations, human resources, legal, IT, information security, facilities, marketing, and communications.
Responsibilities:
• Work with service owners to understand their needs and translate them into ServiceNow requirements.
• Compile user requirements into Story requirements.
• Develop, test, demo & review the resulting work with the employee to make sure it meets their needs
• Perform development and configuration of a variety of areas including, but not limited to Service Portal, Service Catalog, Incident, Problem, Change, Knowledge, Release / SDLC, Asset Management, Human Resource Management, Configuration Management (CMDB), Mobility and Reporting
• Provide support and development to, but not limited to, screen tailoring, workflow administration, flow administration, report setup, data imports, integration, scripting, third party software integrations, automation and custom application development
• Obtain and analyze/interpret business requirements to purpose sustainable solutions in ServiceNow.
• Answer "how to" technical and application configuration questions.
• Develop, maintain, and execute reports to ensure system operation meets performance targets.
• Create and maintain system design and operations documentation.
• Ability to manage multiple projects concurrently while maintaining a high level of attention to detail.
• Participate in, and possibly lead the IT Change Management process, including Change Advisory Board (CAB) meetings.
Must-Haves:
• Bachelor's Degree in a related field
o Relevant experience may be considered in lieu of required education
• 10+ years experience in an enterprise IT organization
• 6+ years in IT Service Management
• ITIL Foundations certification
• In-depth understanding and experience supporting ITIL-based processes
• Extensive experience designing and implementing ITSM initiatives including
o SACM processes and the CMDB
o IT Change Management
o Service Level Management / Availability Management
o Incident Management / MIM
o Problem Management
Preferred:
• Certified ServiceNow Admin (CSA) Certification.
• Micro Certs or certifications in other platform functionalities.
• Exposure to Identity Management and Single Sign on/Active Directory integrations.
• ITIL certification(s).
• Ability to manage and prioritize multiple high priority project and execute effectively
• Strong emphasis on attention to detail and thoroughness
• Creative and strong problem solving skills
• Professionalism with an emphasis on customer service
• Excellent interpersonal and communication skills to interact effectively with others.
• Proven project management and decision-making capabilities.
• Additional ITIL certifications
• ServiceNow experience and in-depth knowledge, including strong understanding of ITSM, CMDB, SAM/HAM, HR, Facilities, and other ServiceNow offerings.
Estimated Starting Salary Range: $143,487.14 - $197,294.82. SNC considers several factors when extending job offers, including but not limited to candidates’ key skills, relevant work experience, and education/training/certifications.
SNC offers annual incentive pay based upon performance that is commensurate with the level of the position.
SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more (https://www.sncorp.com/careers/total-rewards/) .
IMPORTANT NOTICE:
To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.
Learn more about the background check process for Security Clearances. (https://www.dcsa.mil/About/)
SNC is a global leader in aerospace and national security committed to moving the American Dream forward. We’re known and respected for our mission and execution focus, agility, and disruptive and rapid innovation. We provide leading edge technologies and transformative solutions that support our nation’s most critical security needs. If you are mission-focused, thrive in collaborative environments, and want to make our country stronger with state-of-the-art technologies that safeguard freedom, join our team!
As an Equal Opportunity Employer, we welcome our employees to bring their whole selves to their work. SNC is committed to fostering an inclusive, accepting, and diverse environment free of discrimination. Employment decisions are made without regarding to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or other characteristics protected by law. Contributions to SNC come in many shapes and styles, and we believe diversity in our workforce fosters new and greater ways to dream, innovate, and inspire.
Are you a results-driven, team-oriented IT leader? This is the opportunity for you! As ITSM Process Manager, you'll oversee IT Service Management and related functions at Sierra Nevada Corporation, ensuring all aspects of ITSM adhere to the highest operational and compliance standards. He/she is responsible for implementing strategic ITSM improvement plans across people, process and technology, ensuring SACM processes & CMDB effectiveness, facilitating change management process & tool design, and driving the identification of Critical Success Factors and KPI’s to measure IT Service Management improvement.
In this role, you'll participate in the execution and delivery of the team's VGOS (Vision, Strategy, Objectives and Goals), as well as collaborate on metric and KPI based reporting to ensure activities maintain visibility and adhere to goals defined in the IT Annual Plan. In this role, you'll execute talent strategy to maintain a well-trained, high performing, and motivated team, build and maintain business and cross functional relationships to proactively meet customer needs / address issues, as well as maintain and improve own processes and ensure alignment to other connected processes. You'll assist in the definition of project scope and objectives, involving relevant IT stakeholders to ensure technical feasibility, provide resource estimates for the project pipeline and visibility to team resource availability, and coordinate between IT functional areas, customers and stakeholders to ensure clear understanding of deliverables and risks.
Additionally, you will maintain deliverables within defined variances for cost, schedule, and quality, and remain aware of and proactive to industry trends relating to area of responsibility. You will adhere to standards for templates and related project artifacts, as well as contribute input to IT’s budget for resources and infrastructure to ensure operating within organizational parameters and directives.
As SNC's corporate team, we provide the company and its business areas with strategic direction and business support spanning executive management, finance and accounting, operations, human resources, legal, IT, information security, facilities, marketing, and communications.
Responsibilities:
• Work with service owners to understand their needs and translate them into ServiceNow requirements.
• Compile user requirements into Story requirements.
• Develop, test, demo & review the resulting work with the employee to make sure it meets their needs
• Perform development and configuration of a variety of areas including, but not limited to Service Portal, Service Catalog, Incident, Problem, Change, Knowledge, Release / SDLC, Asset Management, Human Resource Management, Configuration Management (CMDB), Mobility and Reporting
• Provide support and development to, but not limited to, screen tailoring, workflow administration, flow administration, report setup, data imports, integration, scripting, third party software integrations, automation and custom application development
• Obtain and analyze/interpret business requirements to purpose sustainable solutions in ServiceNow.
• Answer "how to" technical and application configuration questions.
• Develop, maintain, and execute reports to ensure system operation meets performance targets.
• Create and maintain system design and operations documentation.
• Ability to manage multiple projects concurrently while maintaining a high level of attention to detail.
• Participate in, and possibly lead the IT Change Management process, including Change Advisory Board (CAB) meetings.
Must-Haves:
• Bachelor's Degree in a related field
o Relevant experience may be considered in lieu of required education
• 10+ years experience in an enterprise IT organization
• 6+ years in IT Service Management
• ITIL Foundations certification
• In-depth understanding and experience supporting ITIL-based processes
• Extensive experience designing and implementing ITSM initiatives including
o SACM processes and the CMDB
o IT Change Management
o Service Level Management / Availability Management
o Incident Management / MIM
o Problem Management
Preferred:
• Certified ServiceNow Admin (CSA) Certification.
• Micro Certs or certifications in other platform functionalities.
• Exposure to Identity Management and Single Sign on/Active Directory integrations.
• ITIL certification(s).
• Ability to manage and prioritize multiple high priority project and execute effectively
• Strong emphasis on attention to detail and thoroughness
• Creative and strong problem solving skills
• Professionalism with an emphasis on customer service
• Excellent interpersonal and communication skills to interact effectively with others.
• Proven project management and decision-making capabilities.
• Additional ITIL certifications
• ServiceNow experience and in-depth knowledge, including strong understanding of ITSM, CMDB, SAM/HAM, HR, Facilities, and other ServiceNow offerings.
Estimated Starting Salary Range: $143,487.14 - $197,294.82. SNC considers several factors when extending job offers, including but not limited to candidates’ key skills, relevant work experience, and education/training/certifications.
SNC offers annual incentive pay based upon performance that is commensurate with the level of the position.
SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more (https://www.sncorp.com/careers/total-rewards/) .
IMPORTANT NOTICE:
To conform to U.S. Government international trade regulations, applicant must be a U.S. Citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.
Learn more about the background check process for Security Clearances. (https://www.dcsa.mil/About/)
SNC is a global leader in aerospace and national security committed to moving the American Dream forward. We’re known and respected for our mission and execution focus, agility, and disruptive and rapid innovation. We provide leading edge technologies and transformative solutions that support our nation’s most critical security needs. If you are mission-focused, thrive in collaborative environments, and want to make our country stronger with state-of-the-art technologies that safeguard freedom, join our team!
As an Equal Opportunity Employer, we welcome our employees to bring their whole selves to their work. SNC is committed to fostering an inclusive, accepting, and diverse environment free of discrimination. Employment decisions are made without regarding to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or other characteristics protected by law. Contributions to SNC come in many shapes and styles, and we believe diversity in our workforce fosters new and greater ways to dream, innovate, and inspire.