ITIL Service Manager 3

ASM Research, An Accenture Federal Services Company; Little Rock (AR); On-site; USD 80,000 - 100,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company in Little Rock, AR, seeks an IT leader to manage IT operations and direct staff. You will ensure continuity of computer, network, and application services through planning, leadership, and project coordination.

The role requires strong communication, governance, and budgeting skills to align IT with business goals. Responsibilities include budgeting, stakeholder outreach, and delivering technical solutions while maintaining security and

Qualifications

• Bachelor’s degree or equivalent experience required.
• 6-8 years IT experience with 2-5 years managing IT staff.
• Experience deploying and using ServiceNow and CX1.

Responsibilities

• Facilitates alignment of IT services with business processes and requirements.
• Determines IT goals with executive management and provides technical leadership and project coordination.
• Forecasts costs, equipment, software, and personnel needs for projects and programs.
• Prepares and administers project budgets and reports budget performance.
• Stays abreast of IT developments and implements new technologies to improve user productivity.
• Analyzes problems and develops solutions for improved procedures and efficiency.
• Prepares short and long-range system projects/plans with priority recommendations.
• Verifies implementation and conducts audits of technologies.
• Directs research by studying goals, strategies, and user projects.
• Oversees feasibility studies for system improvements and proposals.
• Leads the program/department and mentors staff while enforcing policies and core values.
• Analyzes complex business needs and recommends technical solutions.
• Ensures consistency and maintainability of applications by enforcing standards.
• Maintains staff through recruiting, training, and development; ensures secure work environment.
• Drives performance reviews and disciplinary measures when needed.

Skills

Communication skills

Team leadership

Budgeting

IT governance

Systems analysis

Education

Bachelor’s Degree in IT or Computer Science

Tools

ServiceNow

CX1

Job description

Responsible for analyzing and directing IT related activities of the organization/program with managerial responsibilities for assigned direct reports. Accountable for ensuring continuity of computer, network, and application services for users throughout the organization and customers’ external to the organization through planning, technical leadership, and project coordination and management.

• Facilitates the alignment of services with business processes and requirements, as well as their continual improvement through the promotion of best practices, through outreach with stakeholders and customers.

• Determines the goals of IT within broad outlines provided by executive management and contribute to the continuity of computer, network, and application services by providing necessary technical leadership and project coordination.

• Forecasts costs, equipment, software, and personnel needs for projects and programs as required and related to IT operations.

• Prepares and administers project budgets and reports budget performance.

• Stays abreast of the latest developments in information technology and remain highly technically competent at all levels of data processing while striving for enhanced user productivity through implementation of new software technologies where applicable, and the implementation of policies that more effectively utilize IT resources.

• Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.

• Prepares short and long-range systems projects/plans with priority recommendations.

• Verifies implementation and operational success by conducting system, monitoring, and documentation audits of technologies implemented.

• Directs technological research by studying organizational/customer goals, strategies, practices, and user projects.

• Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals.

• Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.

• Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions.

• Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions.

• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.

• Accomplishes IT staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.

Minimum Qualifications

• Bachelor’s Degree in IT, Computer Science or a related field, or equivalent relevant experience.

• Certifications/Licensures:

• Relevant Work Experience: 6-8 years of experience in Information Technology with 2-5 years of experience managing IT staff.

• Management experience deploying and using ServiceNow and CX1

Other Job Specific Skills

• Must have strong communication skills and be able to effectively communicate technical issues.

• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

• Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.

• Ability to get team members to work together to accomplish tasks.

• Stays up to date technically and applies new knowledge to job.

• Ability to think long-term and establish achievable action plans.

• Actively looks for ways to help people in the most efficient manner.

• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Understands the implications of new information for both current and future problem-solving and decision-making.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$80k -100K

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.