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IT Policy Manager

Apex Systems

This is a Full-time position in Portland, OR posted May 9, 2021.

Are you a Service Management professional looking for your next challenge with an international sportswear company? If so, please contact Sophie Bowen-Slott at Sr. Service Manager Portland, OR 12+ month contract Purpose Overall Relevance for the Organization The Sr. Service Manager will assist in driving Service Management processes (incident management, problem management, change management, knowledge management etc.) while assuring an excellent service delivering to the end users. This position interacts directly with our Service Desk and Business Partners in analyzing tickets, processes and procedures, assuring proper client Service Management concepts are being implemented and participate in activities and projects to enhance the end user satisfaction, ticket reduction and operational excellency. This role helps the Sr. Service Manager to define the regional Service Management roadmap that is aligned with the Global Service Management strategy. Helps to provide IT governance and manage projects within the ITSM landscape. Uses the best ITIL practices to develop the necessary activities to enhance the overall IT operations. Those activities could include the creation of dashboard using ServiceNow, trend analysis for incidents and problems, proposing action plans for ticket reduction and operational efficiency. Acts as an advisor to business and IT personnel on the ITSM framework. Assist the Sr. Operations Manager on incident management, problem management and change management related activities. Assist in driving and coordinating market activities around the maintenance weekends and individual changes on GIT and local services. Key Responsibilities Assist to create executive and operational ITSM dashboards Assist to create a sustainable ITSM framework for the Region AM Creates strong and meaningful presentations for Director level and above. Assist the Service Operation manager in all daily Service Management operational tasks Work with global teams to have the right ITSM processes in place in AM Actively participate in Change Control Meetings and enforce policy and processes Monitors the day to day service delivery Keep track of agreed SLA’s and develop action plans to enhance the end user satisfaction Monitors the end to end tickets solution for compliancy Assist in building and maintain a proper knowledge base and documentation Communicates to other IT areas about any change management process or activity Analyze most common problems within the End users and propose innovative solutions Effectively communicates with other IT application areas to identify and solve current problems within the service management and ticketing handling Proactively seeks the enhancement of the end user satisfaction Analyze and make action plans towards the result of the tickets survey Developing and maintains Dashboard based on KPI reporting. Demonstrate proficiency with the tools required to document, design, develop, and report on KPI’s and SLA’s based requirements. Knowledge, Skills and Abilities Exceptional Knowledge of Service Management approach (ITIL Certified) Must be strong as user and configuration of Service Now Experience presenting in front of Sr. Directors and Director level Ability to influence others Ability to understand end user requirements, concerns and manage interaction between different parties Proactive person with excellent communication skills Strong understanding in the use of MS Excel and PowerPoint Emphatic and positive person with great attitude and “can do” mindset Requisite Education and Experience Minimum Qualifications Educated to at least degree level in a Business-Computing related subject or comparable qualification. ITIL Certified 7 to 10 years of work experience within international IT Service Management areas. Excellent English written and spoken EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or

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