Systems Assurance Coordinator
OPEN REQUIREMENTS:
High school diploma required. College degree or college course work required. Four years work experience in technical field two of which must be in management role. Must have a strong sense of urgency in providing superior customer service. Need strong personal organization, communication (verbal and written) and attention to detail. Must be team player. Requires after hours/on call support. Must be able to work with little or no hands-on supervision. Must have accountability and ownership qualities in approach to role. ITIL request, change, problem, incident process experience is preferred. Ability to thrive in a changing environment.
LICENSING/CERTIFICATION/REGISTRATION:
ITIL Foundation Certification or higher preferred.
KINDS OF WORK: (NOT INTENDED TO BE ALL- INCLUSIVE)
- Responsible for the request, change, incident, problem management processes.
- Assures new processes and sub-processes integrates appropriately with other service delivery processes.
- Responsible for continued maintenance to, and formal amendment of all managed processes.
- Maintains a central repository of process related documents and provides access to all internal process participants.
- Provides guidance in the training, development, and administration of process compliance procedures.
- Ensures process performance measurements are appropriate for business needs.
- Drives to eliminate barriers towards process implementation and adherence.
- Responsible for the day-to-day management and operation of the change management and problem management processes.
- Denies, rejects, or halts all activities related to change, implementation, or production support whenever necessary if process prerequisites are not met, issues cannot be resolved, or if risk and impact is felt to be too severe.
- Audits change and problem management data.
- Participates in Situation Management sub-process.
- Generates and distributes appropriate communication regarding change and problem management to the organization.
- Manages the interface between the change management and problem management process.
- Manages the escalation process when a change requestor, coordinator, task owner or approver seeks to appeal a change decision or policy.
- Facilitates regularly scheduled and ad-hoc change management and problem management meetings.
- Facilitates meetings for the purpose of resolving change scheduling or implementation activity conflicts.
- Facilitates post-mortem meetings as needed following change implementation for the purpose of reviewing risk and impact assessment, lessons learned, or incidents that resulted from change activities.
NOTES: ONLINE APPLICATION IS REQUIRED. Apply at www.coj.net and fax resume to (904) 630-8240 for consideration. This position is required to provide after hours/on call support. This is an appointed position. You may forward your resume to NettieC@coj.net .