Job Title:  EMC Process Coordinator

JOB INFORMATION

• Job Title: Service Delivery Process Manager Staff
• Grade: Exempt 55
• Job Code: 128429

JOB SUMMARY

LEVEL OF RESPONSIBILITY

• General responsibilities with standardized processes. Works under limited supervision. Resolves routine questions and problems. Refers the more complex issues to higher levels. Follows established procedures to accomplish requirements of job. Some latitude for deviation.

ESSENTIAL FUNCTIONS

• Primary Manager and/or Back-Up Manager for one or more processes including (but not limited to): Change Enablement, Knowledge Management, Problem Management, Major Incident Management, Configuration Management, Service Catalog & Service Requests, Event Management, Release & Deployment Management, and Incident Management.
• Participates in continual improvement by identifying enhancement/automation opportunities, and other process modifications to improve quality, reduce risk, or add value.
• Provides process leadership to enforce process execution: ensures process is well-described and coached, train, and holds others accountable for process execution.
• Ensures process metrics are defined, tracked, reported, and utilized for continuous improvement.
• Leads business discussions with organizational management based on metrics and insights derived from analytics to ensure performance to standards.
• Defines and maintains process artifacts such as calendars, schedules, plans, training, and documentation.
• Facilitates process management mechanisms such as approval boards and after-action reviews.
• Performs process manager activities as defined in the process such as approvals and expedited process actions.
• Understands other processes in order to route off-track activities to the correct process and in order to contribute to improvement of process interactions one-on-one with other process managers as well as through participation in the SMO (Service Management Office).
• All other duties as assigned.

REQUIREMENTS

• Bachelor's Degree in a related field And 3 years experience in process management, ITIL disciplines, process improvement frameworks, or project management; OR
• High school diploma or GED equivalent, plus 6 years related experience.

WORKING CONDITIONS

• Office environment.
• May work hours outside normal workday/workweek.

PHYSICAL DEMANDS - LIFTING AND OTHER WEIGHT REQMTS

SPECIAL SAFETY REQUIREMENTS

• Member will not be required to drive in order to perform their job duties.
• Member is not required to perform any safety sensitive duties.

KNOWLEDGE, SKILLS AND ABILITIES (KSAS)

• Experience with process management including design, day-to-day execution, governance, and continual improvement of IT processes.
• Experience using Service Management Tools (preferably ServiceNow)
• Understanding of ITIL principals and practices.
• Understanding of IT methodologies and frameworks.
• Good written and oral communication skills in both a formal and informal setting.
• Ability to develop and conduct presentations.
• Good training and coaching skills.
• Good facilitation skills.
• Good problem solving and organizational skills.
• Metrics and analytical skills.
• Working knowledge of Microsoft Office Suite (esp Excel and PowerPoint) and SharePoint.
• Ability to solve moderately complex problems and develop solutions.
• Detail oriented with strong planning skills.
• Ability to take action in a self-directed manner to identify less complex issues and make recommendations to department leadership.
• Ability to function in a customer oriented, team based environment.

HEALTH AND SAFETY (MEDICAL/DOT REQUIREMENTS)

• Pre-Employment Drug Screen

SALARY RANGE

$72,280 - $93,366