ITSM Process Owner (35469-TYUN)

The MathWorks GmbH; Massachusetts; Hybrid; USD 80,000 - 110,000; Full time

Job summary

An innovative firm is seeking an experienced IT Process Owner to enhance IT Service Management and Operations. In this pivotal role, you will design and optimize ITSM processes, ensuring alignment with industry best practices while driving continuous improvement. Collaborating with business stakeholders, you will lead initiatives to enhance operational efficiency and effectiveness. This position offers the opportunity to shape the future of IT operations in a dynamic environment that values diversity and teamwork. If you are a change agent passionate about leveraging technology for operational excellence, this role is perfect for you.

Qualifications

• 3+ years of experience in IT Service Management and Operations.
• Strong knowledge of ITIL and experience with ITSM platforms.

Responsibilities

• Own and improve IT Service and Operations Management Processes.
• Develop metrics to monitor Process effectiveness and support decision-making.

Skills

IT Service Management

Process Improvement

Root Cause Analysis

Change Management

Problem Management

Leadership

Education

Bachelor's Degree

Master's Degree

Tools

ServiceNow

PowerBI

JIRA

Power Automate

Job description

Job Summary

MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/applying-and-interviewing.html#onboarding.

Are you a change agent,skilled in designing and overseeing Processesacross Enterprise IT? Do youconsider yourself an internal consultant that likes to understand and apply industry best practicesandemergingtechnologies todesign anddelivermodern IToperations processes?If so, join our team!

We’re focused on establishing world-class IT Service Management and Operational Quality across MathWorks IT. With this goal in mind, we’re looking for an experienced IT Process Owner to be an ITSM / ITOM champion among business stakeholders, leading the ongoing maturing, adoption, and continuous improvement of our Processes.

In this role, you will be responsible for designing, reviewing, and continuously improving ITSM / ITOM processes (e.g., Major Incident, Problem, Change, Release Management, etc.) and tools (ServiceNow, PowerBI, JIRA, etc.), ensuring they are optimized to meet operational goals, achieve desired business outcomes, improve process adoption, and reduce waste in the organization. You will also be responsible for carrying out the operational execution of some of these processes (e.g., hosting the Change Advisory Board, leading Root Cause Analysis, carrying out Major Incident post-mortems). Finally, you will be responsible for reporting out on Process KPIs and metrics used in our executive advisories, taking initiative to identify and action improvement opportunities.

MathWorks nurtures growth, appreciates diversity, encourages initiative, values teamwork, shares success, and rewards excellence.

Responsibilities

• Own IT Service and Operations Management Processes. This includes designing, implementing, supporting, and continuously improving Processes.
• Partner with Application Product Owners and Development, driving ITSM tooling enhancements and continuous improvement.
• Partner with business stakeholders, providing ongoing training and support in leveraging Processes, motivating their adherence.
• Develop outcome-based metrics to monitor the effectiveness of Processes.
• Provide accurate and timely reports that support decision-making in the organization.
• Identify opportunities for enhancing Processes. Drive their continuous improvement.
• Understand industry trends and best practices, identifying and implementing opportunities for optimizingm, automating, and enhancing ITSM/ITOM workflows.
• Support operational Process activities (e.g: host Change Advisory Board Meetings, RCAs, Postmortems).

Qualifications

• Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.
• A bachelor's degree and 3 years of professional work experience (or a master's degree, or equivalent experience) is required.

Additional Qualifications

• Strong knowledge of IT Service and Operations Management (ITIL 4 certifications preferred).
• Experience working in and providing requirements for developing ITSM Platforms (e.g., ServiceNow).
• Experience developing dashboards using visualization and analytical tools (e.g., MS PowerBI).
• Experience leading Problem and Root Cause Analysis across IT Teams.
• Experience establishing, maturing, and improving Configuration Management and the CMDB is a plus.
• Experience with automation platforms (e.g., Power Automate) and development is a plus.
• Knowledge of DevOps practices (e.g., CI/CD) and tooling is a plus.
• Leadership experience is a plus.