Job ID Number R5189
Employment Type Full time
Worksite Flexibility Remote
Job Summary We are looking for a motivated Senior IT Service Management Technical Lead ready to take us to the next level. If you have a solid understanding of IT infrastructure library service management processes and experience leading technical teams, apply now.
Job Description We are looking for a Senior IT Service Manager Technical Lead to assist the Director of IT Service Management Strategy and Operations and key leadership representatives with planning discussions involving systems owned by the organization. This position will be
Full-Time and
Remote .
Due to our end client, candidates must be able to work on CAI's W2 without a need for sponsorship now or in the future. What You'll Do - Assist Director of ITSM Strategy and Operations and key leadership representatives with planning discussions involving systems owned by the organization
- Demonstrate a solid understanding of ITIL service management processes, ensuring alignment with organizational goals
- Act as a liaison between IT and business stakeholders, ensuring a clear understanding of service management goals and requirements
- Provide direction and oversee technical team members guiding coding best practice and development standards
- Support the development and maintenance of technical documentation and operational run books
- Participate in the identification and resolution of issues related to service management processes
- Facilitate root cause investigations and ensure continuous improvement
- Provide technical insight on story requirements that support the client business and best practices while keeping technical debt to a minimum
- Work with ITSM Process Managers on process road maps, automation ideas, backlog prioritization, and waste elimination
- Ensure vendor partners are delivering as expected on plan, collaborating with client teams appropriately and operational support SLAs are being met
- Collaborate with system users and stakeholders to understand business requirements and implement creative solutions across various systems
- Assist with system testing and ensure enhancements of systems and integrations run accurately and efficiently according to business requirements
- Assist with UAT cycles and sign off on enhancements, upgrades and fixes to Production
- Demonstrate strong data analysis experience and the ability to quickly and efficiently review and comprehend the system data model
What You'll Need Required
: - Bachelor's degree
- 10+ years of experience developing and supporting complex systems (preferable in IT Service Management)
- Minimum of 5 years of experience in IT service management or a related field
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization
- Self-motivated and able to work independently in a fully remote environment
- Team player, solid work ethics, flexible, able to change direction quickly
Preferred
: - Understanding of automated job scheduling (Automic) and support of such systems
- Understanding of Agile-based approach to software development (SCRUM experience a plus)
Physical Demands - Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
- Must be able to communicate with customers/team members over the phone and in person
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Reasonable Accommodation Statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or 824 - 8111.
Equal Employment Opportunity Policy Statement CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.