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Process Owner/Lead - Change Management (ITSM) at Horizontal Talent in Mounds View, Minnesota

Posted in Other 30+ days ago.

Job Description:


  • Looking for an exceptional Process Owner/Lead of the Change Management process to join the ITSM team at a time of strategic and business critical growth.

  • You will work directly with the ITSM team and other stakeholders to mature, integrate and automate ITSM processes with the ServiceNow functionality.

  • You will be responsible for implementing, configuring and maintaining all ServiceNow change management processes and activities aligned to the ITIL framework.

  • You will define all mechanisms needed to ensure that changes are approved appropriately with adequate planning and testing to minimize the impact of changes to the IT infrastructure and applications.

  • Continuous improvements activities motivate you as the Process Owner. Its all about being the champion for IT stakeholders regarding the process and partnering with services teams to drive value for our internal customers.


  • You are developing and executing the strategic roadmap with key initiatives for the improvement of the Change Management process to deliver value and ROI.

  • Overseeing overall performance and results of the process using best practice KPIs and Critical Success Factors (CSF).

  • You are developing process reporting and will be reporting out process status to peers and leadership.

  • Ensuring improvements of the process will be translated to the functional specifications throughout the Software Development Life Cycle (SDLC) process.

  • You are identifying designs of customer feedback vehicles with its ITSM consumers to understand current state of the process area and creates action plans to improve maturity levels.

  • Keeping abreast of industry innovations, trends and changes regularly to plan and recommend new technologies.

  • You are acting as liaison to IT teams promote value and benefits of the process; you are building and sustaining effective communications with all stakeholders towards the goal of maximizing Customer Experience.

  • Ensuring that all relevant staff are executing the process, have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process.

  • You will be also accountable for creating and maintaining all process documentation and promoting it across global IT teams.

  • You are leading on regular cadence ITSM collaboration sessions on the identification and delivery of continual improvements of the process area (people, process, technology).

  • You are leading process integration efforts with other ITSM processes.

  • You are facilitating and working on solving cross-functional ITSM issues and manages escalations within the process.

  • You participate in internal and external audits as required.

  • You are performing all other duties and tasks as assigned.

  • You will work closely with Global Change Management and Regional Change management teams to understand their execution of process and work with them to collaborate on upcoming process changes, enhancements, and roadmaps.


MUST HAVE (Minimum Qualifications)

  • Bachelors degree


  • 7+ years of experience with a bachelors degree or 5+ years of experience with an advanced degree


  • Previous company's experience

  • Preferred degree discipline: Computer Science, Management Information Systems or other IT related area.

  • Excellent understanding of core ITIL processes (catalog, request, incident, change, release, problem, knowledge, asset and configuration management) and understand the interdependencies between them.

  • Proven experience within an ITSM Process Ownership role and/or in IT Change Management.

  • Has successfully led ITSM services and support focused initiatives driven by the end-user experience.

  • Strong leadership qualities and facilitation skills with the ability to lead service delivery teams through assessment and mitigation activities.

  • Customer focused, team player and prepared to go the extra mile to deliver IT services to the customer.

  • Time management skills and the ability to prioritize are crucial.

  • Experience in working in a large or complex IT environment.

  • Excellent verbal and written communication skills in English language.

  • Demonstrates subject matter expertise with the ability to support multiple IT key stakeholders concurrently with minimal oversight by functional manager.

  • ITIL v3 (or higher) Practitioner/Expert Level Certification and experience managing programs and best practices within the ITIL framework.

  • Experience with ServiceNow including reporting and dashboarding particularly as it results to Change Module.

  • Knowledgeable or have certifications in any other relevant industry (Cobit, PMP).

  • Good understanding of lean principles and project management methods and techniques.

  • Demonstrated problem solving and analytical skills.

  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction.

  • Ability to make sound and quick decisions.

  • Good understanding of the impact of change, the interdependencies and impact on the business and IT projects.

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