Description:
Accountable to a process owner, the process manager role is responsible for operational management of an IT service management process. The process manager also plays a key role in process design and implementation activities, which usually includes chairing process steering committees. The process manager is also responsible for the training, support, and ongoing coaching of process practitioners (process users).
Primary Responsibilities:
- Working with the process owner to design, plan and manage all process activities
- Ensuring that all activities are carried out as required throughout the service lifecycle
- Chairing process governance steering committees (also includes CAB for Change Manager)
- Developing and delivering training programs for process practitioners
- Creation and maintenance of process documentation / guides
- Appointing people to the required roles
- Managing resources assigned to the process
- Working with service owners and other process managers to ensure the smooth running of services
- Monitoring and reporting on process performance against KPIs and health versus plans
- Identifying improvement opportunities for inclusion in the CSI register
- Working with the CSI manager and process owner to review and prioritize improvements in the CSI register
- Making improvements to the process implementation
- Creating ServiceNow specifications to enhance, improve, or change the process
- Creating test cases and conducting testing of ServiceNow modules related to the process
EDUCATION & EXPERIENCE
Education: Undergraduate degree
Experience: Five (5) years related experience
Desired: with IT Service Management processes as a process practitioner or process manager
OTHER QUALIFYING SKILLS AND/OR ABILITIES
- ITIL Foundation Certification (V3 or greater)
- ITIL Intermediate Certification in service lifecycle of process being managed (V3 or greater)
- Experience as an ITSM process manager using ServiceNow preferred
- Experience with ServiceNow development, administration, and process implementation preferred
- Possess high-level knowledge and proficiency in project management methodologies and tools, resource management practices, and change management techniques
- Demonstrated ability to work with multiple stakeholders and prioritize requests
- Knowledge of French and English. McGill University is an English-language university where day to day duties may require English communication both verbally and in writing.
- Ability to work on a team, responsible, quality oriented and able to meet deadlines, aptitude for clear and concise thinking, flexible and able to adapt to change