IT Process Engineer I

The IT Process Engineer is accountable for providing the delivery of the one or more IT Service Management disciplines as defined in ITIL Version 4. As an internal consultant and subject matter expert for the process/es they are responsible and accountable for process delivery, documentation, performance, control and improvement.

DUTIES AND RESPONSIBILITIES

• Assists in driving  Change Management Process standardization.
• Perform regular reviews of IT Infrastructure Change Orders to ensure process adherence, adequate impact communication, and stakeholder awareness.
• Provide regular audit reviews of the Change Management Process.
• Conduct  daily morning reporting with team
• Support Bi-Weekly Change Advisory Board meetings
• Apply IT Infrastructure knowledge to support and oversee Change Implementation Planning, Accountability and Compliance.
• Engage with Acxiom support teams to ensure the IT Service Management processes are followed and understood where applicable.
• Complete ITIL V4 Foundation training and certification
• Participate and engage in the delivery and execution of assigned  IT Service Management expectations as defined within the process documentation
• Determine need for communication with internal teams for assigned IT Service Management Discipline
• Proficient use of CA Service Desk ticket management tool for assigned IT Service Management Discipline
• Liaison between departments (technical vs non-technical)

REQUIREMENTS:

• Team Driven Mentality- Liaison between departments (technical vs non-technical)
• Strong problem resolution skills
• Ability to effectively communicate changes. Outages, timelines etc. to large audiences and teams
• High Attention to Detail proven
• General Experience with IT Infrastructure Best Practices
•  Bachelor's Degree  or a minimum of five years of relevant qualifying experience and  ITIL or other relevant professional certifications
• Knowledge of Change Management or other ITSM processes.
• Experience with IT infrastructure and data centers
• Proficiency in Microsoft office products

NICE TO HAVE

• ITIL Foundation Certification V4
• Functional knowledge of Acxiom products
• Functional knowledge of ITIL Change Management Practices
• Experience with ticketing tools , Service Now is preferred but not required 
• Experience in high volume  incident, problem, and change management within an IT organization.
• Experience in Network infrastructure, ie, Network Servers, Storage, Cloud and backup, and on premise or cloud exposure.
• Proficiency in IT service management tools (e.g., ServiceNow, CA Service Desk, BMC Remedy).
• Functional knowledge of IT Infrastructure Management solutions & methodologies.