ITSM Process Lead
Pasadena, California
Permanent
$120,000.00 - $160,000.00 per Year
ITSM Process Lead
Introduction
Since 1973, our client has served as a pathway to success. With over 120 locations across the U.S. and Asia, they are the premier financial bridge between the East and West. Their teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities. Their sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand their associates’ potential for career advancement.
Headquartered in California, our client is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With a strong foundation, an enterprising spirit, and a commitment to absolute integrity, they give people the confidence to reach further.
Overview
Our client is seeking an ITSM Process Lead to join their IT Operations Risk Management team. The ITSM Process Lead will work to identify, develop, assess, and validate IT processes against acceptance criteria and help establish an IT Process Risk Assessment Oversight program. The successful candidate will play a critical role in ensuring IT processes adhere to risk management and compliance standards.
Responsibilities
Help establish an IT Process Risk Assessment Oversight Program
Identify, develop, assess, and validate IT processes and performance metrics against acceptance criteria to ensure expected deliverables and control effectiveness
Manage activities that support, improve, and maintain the complete lifecycle for ITSM processes
Manage and track appropriate service performance levels including SLAs, KPIs, and KRIs for all IT Operations processes
Leverage industry-leading standards, practices, and frameworks to determine how ITSM processes will be designed and/or improved
Develop and utilize reports and dashboards to monitor and support ITSM process performance and compliance
Escalate deficiencies of processes/service performance levels according to established policies, standards, and procedures as appropriate
Partner with various IT Operations groups and provide support for continuous process improvement initiatives
Assist in the development and implementation of performance metrics and measurement tools
Provide support as needed to ensure proper execution of IT processes
Perform other duties as assigned by management
Qualifications
Bachelor’s degree or higher in Information Systems, Computer Science, or an equivalent combination of work experience
Minimum of 8 years in planning, designing, developing, implementing, or supporting ITSM processes
Experience with ITSM tools (e.g., JIRA, ServiceNow, etc.)
Experience developing and delivering IT process metrics and reporting
In-depth experience with ITSM, with a specific focus on ITIL processes (Asset Management, Incident Management, Change Management, Problem Management, Service Level Management, etc.)
Knowledge of key ITSM metrics such as Mean Time to Resolution (MTTR), First Contact Resolution (FCR), Change Success Rate (CSR), and Service Availability
Understanding of areas such as servers, databases, storage, backup and recovery, asset management, certificate management, capacity, etc.
Professional certification of ITIL or similar preferred
Banking/Financial Services background desired
Detail-oriented with strong organizational and prioritization skills
Strong communication and writing skills
Working knowledge of Microsoft Word, Excel, PowerPoint, Visio
Compensation
The base pay range for this position is USD $120,000.00/Yr. - USD $160,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.
Pay Details: $120,000.00 to $160,000.00 per year Search managed by: Aaron ReidEqual Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
ITSM Process Lead
LHH
0 days ago
$120,000.00 - $160,000.00 per Year
Permanent
Pasadena, California
ITSM Process Lead
Introduction
Since 1973, our client has served as a pathway to success. With over 120 locations across the U.S. and Asia, they are the premier financial bridge between the East and West. Their teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities. Their sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand their associates’ potential for career advancement.
Headquartered in California, our client is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With a strong foundation, an enterprising spirit, and a commitment to absolute integrity, they give people the confidence to reach further.
Overview
Our client is seeking an ITSM Process Lead to join their IT Operations Risk Management team. The ITSM Process Lead will work to identify, develop, assess, and validate IT processes against acceptance criteria and help establish an IT Process Risk Assessment Oversight program. The successful candidate will play a critical role in ensuring IT processes adhere to risk management and compliance standards.
Responsibilities
Help establish an IT Process Risk Assessment Oversight Program
Identify, develop, assess, and validate IT processes and performance metrics against acceptance criteria to ensure expected deliverables and control effectiveness
Manage activities that support, improve, and maintain the complete lifecycle for ITSM processes
Manage and track appropriate service performance levels including SLAs, KPIs, and KRIs for all IT Operations processes
Leverage industry-leading standards, practices, and frameworks to determine how ITSM processes will be designed and/or improved
Develop and utilize reports and dashboards to monitor and support ITSM process performance and compliance
Escalate deficiencies of processes/service performance levels according to established policies, standards, and procedures as appropriate
Partner with various IT Operations groups and provide support for continuous process improvement initiatives
Assist in the development and implementation of performance metrics and measurement tools
Provide support as needed to ensure proper execution of IT processes
Perform other duties as assigned by management
Qualifications
Bachelor’s degree or higher in Information Systems, Computer Science, or an equivalent combination of work experience
Minimum of 8 years in planning, designing, developing, implementing, or supporting ITSM processes
Experience with ITSM tools (e.g., JIRA, ServiceNow, etc.)
Experience developing and delivering IT process metrics and reporting
In-depth experience with ITSM, with a specific focus on ITIL processes (Asset Management, Incident Management, Change Management, Problem Management, Service Level Management, etc.)
Knowledge of key ITSM metrics such as Mean Time to Resolution (MTTR), First Contact Resolution (FCR), Change Success Rate (CSR), and Service Availability
Understanding of areas such as servers, databases, storage, backup and recovery, asset management, certificate management, capacity, etc.
Professional certification of ITIL or similar preferred
Banking/Financial Services background desired
Detail-oriented with strong organizational and prioritization skills
Strong communication and writing skills
Working knowledge of Microsoft Word, Excel, PowerPoint, Visio
Compensation
The base pay range for this position is USD $120,000.00/Yr. - USD $160,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.
Pay Details: $120,000.00 to $160,000.00 per year Search managed by: Aaron ReidEqual Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance