ITIL Process Manager
Location: TEMPE, Arizona

Introduction / Overview
The IT Service Management (ITSM) group is chartered with developing Information Technology Infrastructure Library (ITIL) based processes (e.g. Incident, Problem, Change, Service Portfolio and Service Catalog, Capacity Management, etc.) to help the enterprise and specifically IT in addressing issues that impact our business. The team interfaces with many organization with SVB (e.g. IT Operations, Client Services, Network Operations Center, etc.). The ITSM group is also responsible for setting up the strategy for proactive monitoring and event management of SVB’s services (internal and external application) and the infrastructure. We have chosen ServiceNow is the enablement tool for the ITIL processes.

Primary Responsibilities:
1. Perform planning, design and implementation of ITIL/ITSM and ITAM processes to meet evolving and changing needs of IT and the Enterprise and provide assessment, design and redesign, and implementation solutions
2. Analyze and identify recommendations for enhancements based on ITIL/ITSM and ITAM best practices
3. Design, develop and deploy ITIL and ITAM processes based on stakeholders’ requirements
3. Assist in the tool development of procedures to support processes
4. Improve existing practices and identify key operational measurements to use for process improvements

Skills and Requirements:
1. Bachelor’s degree or equivalnet perefrably in Information Technology
2. ITIL v3 Foundation, ITIL Practitioner or Service Manager Certification Preferred. ITAM knowledge a plus
3. Strong understanding and experience with leading ITSM toolsets such as ServiceNow
4. 2-3 to years working experience in designing, developing and successfully deploying various ITIL processes
5. Ability to exercise choice in how work is accomplished with independence to operate within established policies, procedures and schedules
6. Identifies stakeholders requirements and design ITIL aligned processes (e.g. Event management, SLM, Availability, Demand Management, etc.) as well as design the ITAM process
7. Assist ITSM tools team in the development, testing and deployment of ITIL processes
8. Develop training material and Train stakeholders on ITIL processes and procedures as part of Organizational Change Management (OCM)
9. Continuously monitor and improve ITIL processes based on the users’ feedback

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