Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences – and that’s just the beginning!

Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.

About the Role

As an ITSM Process Lead you will design, manage, govern, and report on core ITIL processes (Incident, Change, Problem Management). The lead will be responsible for working across various Process, Business, and Technology teams to identify areas of improvement that foster operational efficiency/stability. While doing so the lead will create service improvement plans and drive improvement initiatives to logical conclusion in coordination with relevant stakeholders. This ITSM Lead will ensure we capture and report key metrics which quantify the IT service delivery.

What You’ll Do

Process owner: Change, Incident, Problem Management. Identify process gaps, implement a continual service improvement culture, and ensure global adoption across all technology groups.
Primary Incident Commander.
Develop a thorough understanding of Applications, Infrastructure, and related Service Management processes.
Publish ITSM metrics – SLAs, KPIs. Develop SOPs, reporting standards and templates in form of Excel, Tableau, etc.
Work closely with other process owners to ensure a consistent reporting alignment (Request, Knowledge, Capacity Management).
Ensure process standards are reviewed on a periodic basis.
Drive Change Management and Root Cause Analysis meetings.
Participate in audits, services reviews and provide inputs on improving effectiveness of ITSM process.

What You’ll Need

8+ years as an ITSM process lead with a strong background in process design and improvement, and a demonstrated record of leading organizations through maturing ITSM.
3+ years Incident Commander.
ITIL certification(s) (Foundation or Intermediate).
Excellent understanding and experience of working with/implementing ITIL framework – Service Level Management across Incident Management, Problem Management, and Change Management.
Thorough understanding of ITSM metrics/KPIs.
Good understanding of IT Applications and Infrastructure domains; preferably in a SaaS environment.
Proficiency of developing process flows using Visio, PowerPoint, and reports leveraging Excel, Tableau, and other.
Candidate should be self-driven with the ability to lead/manage activities with minimal guidance.
Experience with ticketing systems and tools like ServiceNow, Salesforce, and Jira is a plus.
Business Wire will not sponsor a new applicant for employment authorization for this position.

Business Wire is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Business Wire will also consider for employment qualified applicants with arrest and conviction records.