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Lead ITIL

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Position: ITIL Lead

Location: Princeton, NJ

Duration: Full-time

Salary: $115K/yearly + benefits

Roles and Responsibilities:

  1. Continual Service Improvement (CSI):

- Contribute to CSI initiatives to identify and implement improvements in IT services and processes.

- Participate in regular reviews of ITIL processes and performance metrics to identify areas for enhancement.

- Promote a culture of continuous improvement within the IT organization.

  1. ITIL Process Support:

- Support the implementation and maintenance of ITIL-based processes.

- Assist in ensuring ITIL processes align with business objectives and industry best practices.

- Work with IT teams to adopt and integrate ITIL processes into their daily operations.

  1. Incident and Problem Management:

- Assist in managing the incident management process to ensure rapid identification and resolution of incidents.

- Work with support teams to manage and resolve incidents within agreed SLAs.

- Help conduct root cause analysis and support problem resolution to prevent recurrence.

  1. Change and Release Management:

- Support the change management process, including documentation, review, and approval of changes.

- Assist in coordinating the release management process with development and operations teams to ensure successful deployments.

  1. Service Level Management:

- Assist in defining, negotiating, and managing SLAs with internal and external stakeholders.

- Monitor service performance against SLAs and support compliance efforts.

- Help implement corrective actions to address SLA breaches and improve service quality.

  1. Training and Knowledge Management:

- Support the development and delivery of ITIL training programs for IT staff.

- Help maintain a centralized knowledge base to support process implementation and training.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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