Full Time Job

ITIL Service Process Specialist

Sinclair Broadcast Group

Cockeysville, MD 06-02-2020
  • Paid
  • Full Time
Job Description

Sinclair Broadcast Group is seeking a Jr. ITIL Service Process Specialist with the primary responsibility to provide oversight and governance of assigned IT Service Management Processes. Establish and manage process performance metrics to measure the effectiveness of the process and identify areas of improvement. Ensure ITIL processes achieves the defined outcomes and drive business value and is fit for purpose.

Key Responsibilities
• Develop and maintain ITIL process policies and procedures
• Ensure achievement of process goals
• Tracks process metrics and monitors process maturity based on identified KPIs and reports
• Prepares and distributes process performance reports
• Ensure process users are properly trained and understand their roles
• Oversight of process review boards
• Conduct regular process reviews
• Continuously improve the effectiveness and efficacy of the process
• Communicate with all stakeholders
• Manage integration of related ITIL processes
• Resolve conflicts related to process activities
• Ensure an effective set of performance metrics and service levels are delivered for new services. Establish a consistent communication and change template strategy to coincide with scope of different projects

Skills and Experience:
• ITIL Foundation Certificate preferred
• Ability to quickly build relationships and establish credibility across the shared service function and with key stakeholders
• The ability to work in a fast-paced environment with constant change and adaptability is required
• Ability to identify and initiate process improvement activities
• Ability to establish critical success factors and KPIs for assigned processes
• Must be self-directed and able to work independently, as well as in a team environment
• Excellent interpersonal, verbal and written communication, and problem-solving abilities
• Ability to create and manage documents using MS-Word, MS-Excel, and MS-PowerPoint
• Bachelor's degree preferred

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