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QUALIFICATIONS/REQUIREMENTS:
- College degree or equivalent work experience with at least 7 years in a technology setting
- At least 3 years of experience in IT Service Management principles and concepts and demonstrated results implementing ITSM best practices related to the Change, Incident, and Problem management lifecycle
- ITIL V3 or V4 certification strongly preferred
- Experience in implementing process improvement programs experience in root cause analysis and trend analysis for support centers required. Excellent written and oral communication skills and people skills a must
- At least 2 years of experience implementing and reporting metrics and key performance indicators (KPIs) that track and report the effectiveness of a Service Desk both within the team for productivity and to peers and management on value delivered
- Effective managerial and organizational skills required in organizing, developing, maintaining, and allocating a wide range of technical personnel, projects, and processes
- Effective analysis skills required to derive risk/rewards of a given business or technological opportunity
- Regular and reliable attendance and punctuality is an essential function of this position.
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DUTIES/RESPONSIBILITIES:
- Lead and implement key IT Service Management (ITSM) processes based upon the ITIL (IT Infrastructure Library) framework: Request, Incident, Change, Knowledge, and Problem management. Effectively manage these processes and continuously improve them.
- Develop and maintain key documentation suitable for end user self-help mechanisms.
- Develop and refine SLAs (Service Level Agreements), CSFs (Critical Success Factors), and KPIs (Key Performance Indicators), along with management level reports, dashboards, and process models.
- Ensure that all changes made to the production environment by the applications, security, data, and infrastructure teams rigorously adhere to the IT change management policy and process. This includes organizing and chairing the Change Advisory Board.
- Accountability for achieving all Incident Management and Request Fulfillment KPIs, metrics, and end user communication.
- Lead technology lifecycle management for end user devices.
- Maintain a training and communication program aimed at training end users on IT-provided tools and applications.
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Kansas City Life Insurance Company
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ATTN: Human Resources Department
3520 Broadway
P.O. Box 219139
Kansas City, MO 64121-9139
EOE/MFVH
e-mail:[email protected]
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