Knowledge Management BA (ITIL must) with root cause analysis problem management, ServiceNow, shared services deployment, PM, MS Access/SharePoint/Project and government experience

Job ID: NC-623686 (96190311)

Knowledge Management BA (ITIL must) with root cause analysis problem management, ServiceNow, shared services deployment, PM, MS Access/SharePoint/Project and government experience

Location: Raleigh, NC (NCDIT)
Duration: 15 months
Interview:In Person only.

Skills Required:
Experience with Root Cause Analysis, Problem Management, ITIL, ServiceNow, and Knowledge Management Required 3 Years
Experience managing all aspects of the process development, improvements, strategy and support through its life cycle. Required 3 Years
Previous experience in shared services or IT service deployment environment. Required 3 Years
Strong presentation skills to all levels of the organization. Required 3 Years
Demonstrated leadership abilities and skills, conflict resolution skills, ability to build strong teams and foster teamwork Required 3 Years
Ability to interact effectively with technical personnel and with a wide variety of technical resources. Required 3 Years
Experience in managing the deployment of enterprise-wide processes/services. Required 3 Years
Experience integrating and managing multiple related projects into a single coordinated program. Required 3 Years
Ability to function as a consultant to executive branch agencies. Required 3 Years
Knowledge of state government agencies and prior experience in working on projects or activities involving multiple agencies. Required 1 Years
Strong knowledge of Microsoft Office Suite (Word, Excel, PowerPoint), including MS Access, and Visio, and Project management software. Required 3 Years
Working knowledge of Microsoft SharePoint. Required 3 Years
Strong knowledge of reporting and manipulating reports to suit business needs Required 3 Years
Advanced ITIL® Practitioner Certificates are desired but not required. Highly desired 2 Years

Problem and Knowledge Management Process Owner
The Department of Information Technology (DIT) is undergoing major transformation that requires modern technologies, technical best practices, and substantial collaboration with a variety of stakeholders. The Problem and Knowledge Management Process Owner reports to the IT Service Excellence Director and is responsible for planning, coordinating and driving strategies for all process activities. This position is accountable for the overall implementation, adoption, compliance, performance, continuous improvement and quality of the Problem and Knowledge Management processes. The Problem and Knowledge Management Process Owner ensures integration with other processes, Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) metric definitions, and measurement across all levels of the organization.

This individual is responsible for the prioritization of process improvements and drives DIT to improve the services it provides to state government. A clear and thorough understanding of the Problem and Knowledge Management processes is crucial to success.

Core Job Functions
• Responsible for the scope, strategy and definition of the Problem and Knowledge Management processes and functions.
• Responsible for the ongoing assessment and prioritization of Problem and Knowledge Management compliance.
• Build effective relationships with the business, Process Owners and DIT senior managers.
• Possess the ability to positively influence all levels of the organization to ensure process compliance.
• Effectively communicates Problem and Knowledge Management requirements and objectives to all levels of the organization.
• Coach, mentor and support Service Support and Service Operations staff with process implementation and improvements.
• Develop and provide process training for those responsible for executing the Problem and Knowledge Management activities.
• Coordinate and lead Root Cause Analysis and After-Action Reviews.
• Maintain and publish all relevant Problem Management documentation, status, corrective actions and tracking documentation.
• Identify trends and patterns within Incident Management, root cause findings and corrective actions to initiate proactive problem investigations
• Create a framework for collecting, storing and maintaining DIT Knowledge.
• Set direction and provide a framework through which improvement objectives can be delivered and measured.
• Determine and report appropriate Critical Success Factors (CSF) and Key Performance Indicators (KPI), performance measures.
• Ensures the success and quality of the Problem and Knowledge Management processes as it applies to cross-functional organizational units.
• Works with the ITSM team to architect Problem and Knowledge Management modules in the DIT Enterprise ITSM application.

Requirements and Qualifications

• Customer focused.
• Previous experience in shared services or IT service deployment environment.
• Strong presentation skills to all levels of the organization.
• Strong oral and written communication skills within a business and/or technical context.
• Demonstrated leadership abilities and skills, conflict resolution skills, ability to build strong teams and foster teamwork, ability to interact effectively with technical personnel and with a wide variety of technical resources.
• Experience in managing the deployment of enterprise-wide processes/services.
• Demonstrated understanding of ITIL and how it contributes to the delivery of a product or service.
• Experience integrating and managing multiple related projects into a single coordinated program.
• Experience managing all aspects of the process development, improvements, strategy and support through its life cycle.
• Demonstrated ability to interact with other related work teams and to work in a matrixed management environment.
• Ability to function as a consultant to executive branch agencies.
• Strong problem-solving skills.
• Knowledge of state government agencies and prior experience in working on projects or activities involving multiple agencies.
• Strong knowledge of Microsoft Office Suite (Word, Excel, PowerPoint), including MS Access, and Visio, and Project management software.
• Working knowledge of Microsoft SharePoint.
• Strong knowledge and experience with ServiceNow or other ITSM platforms.
• Strong knowledge of reporting and manipulating reports to suit business needs
• ITIL V3 Foundations certified candidate desired but not required.
• Advanced ITIL® Practitioner Certificates are desired but not required.

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