Summary

We are seeking an experienced resource that is an expert in ITIL (Information Technology Infrastructure Library / ITSM (Information Technology Service Management) consultant to provide support for a key enterprise initiative related to the further development. alignment and enhancement of an Operational Framework.

Primary Duties:

Work with enterprise teams to develop, align and enhance an operational framework including operational standards, roles and responsibilities, service menus, cost models, metric development and a roadmap.

Required Skills:

• 3 – 5 years experience with ITIL v4 and ITSM for end-to-end processes
• Hands on experience developing robust enterprise level operationalization frameworks
• Hands on experience applying ITIL framework to IT Security operations
• Experience in agile and product-based agile frameworks including DevOps processes
• Ability to incorporate industry standards into operationalization framework
• Experience developing RACI models
• Experience developing Operations Service Menus
• Ability to develop cost models aligned to service menus
• Ability to develop metrics aligned to SLAs/SLOs and KPIs
• Experience designing continuous improvement feedback process controls
• Experience automating tasks especially in a demand intake capacity
• Ability to align IT security goals with IT and business goals
• IT and / or IT Security Process engineering experience
• Experience translating business objectives to implementation priorities
• Experience with ServiceNow for implementation of ITSM processes for enterprise business functions
• ITIL Certification
• Excellent analytical skills
• Ability to leverage existing documentation
• Collaborative team worker – both in person and virtually using MS Teams or similar
• Excellent documentation skills; demonstrated proficiency in Microsoft Office including Word, Excel and PowerPoint
• Ability to work as liaison between business and information security / information technology
• Flexibility to accommodate working across different time zones
• Excellent interpersonal communication skills with strong spoken and written English
• Business outcomes mindset
• Solid balance of strategic thinking with detail orientation
• Self-starter, ability to take initiative
• Project management and organizational skills with attention to detail

Preferred Skills:

• Hands on experience applying ITIL and ITSM frameworks to business cybersecurity operations
• Experience with data mapping and data governance for resource & demand management and forecasting functions for enterprise operations

Required Education

• Bachelor’s degree (BA/BS) from four-year college or university; or equivalent training, education, and work experience.
• Cybersecurity certifications such as CISSP, CISM, etc.