Iron Mountain End User Services Experience Engineer in Boston, Massachusetts
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
The End User Services Experience Engineer supports ITIL based Service Management and process improvement through ownership of key processes and by designing and engineering IT Service Management solutions to meet business needs. Governance of the integration partner providing our Service Desk and Identity Management. Create and promote a collaborative environment within Iron Mountain, where knowledge and skills are shared to facilitate efficient and timely delivery of services to Stakeholders.
PRIMARY DUTIES AND RESPONSIBILITIES:
Responsible for Service Desk and Identity Management governance.
Process Ownership: Serves as Process Owner and is responsible for the operational management of one or more key ITIL processes ensuring that the process meets business needs and conforms to industry best practices. Responsibilities include:
Perform gap analysis for current processes and tools
Provide sponsorship for, and ownership of, process improvement initiatives
Design new processes and re-engineer existing processes, where required
Lead the implementation of process changes and projects
Plan for, and introduce, metrics and reporting to measure the effectiveness of the process
Contribute to and support a culture of continual service improvement for ITSM processes.
Design and engineer IT Service Management solutions.
Partner with support teams to design and implement integrations among various processes and tools
Responsible for coordinating changes to ITSM processes and procedures, and making sure that all processes cooperate in a seamless way
Ensuring that processes are designed in such a way that they are flexible and well adopted, while ensuring that risks are mitigated
Contribute to the IT Service Management strategy and roadmap.
ITSM Application: Develop an in-depth understanding of all processes within the ITSM Application and contribute to roadmap and strategy for the system. Ensure that process requirements are documented and catered for, and recommend areas for improvement in the ITSM Application. Test/QA new functionality and changes to process and procedures in the tool and implement into production ensuring adoption.
Identify areas for improvement - applies in-depth knowledge of ITIL and experience, across the spectrum of IT Service Management (ITSM) processes to identify potential areas where existing capabilities and processes require change and where new ones need to be developed. These changes must also support current business needs and future plans. Actively works to ensure integration across processes and with other tools in the environment to support the goal of global, streamlined processes.
Coordinate Service Transition as end user support needs move to a BAU position.
Bachelor's degree from four-year college or university in Technology or Engineering
Demonstrated leadership in technology with a focus on digital transformation and workplace tools
Experience in leading transformative technology programs with responsibility for the overall program timeline, budget and stakeholder management
Experience in working directly with vendors and other strategic partners required for enterprise platform deployments
Experience in platform deployment across all geographic areas and business functions
Success in leading change with the development of comprehensive change management plans and excellent communication skills
REQUIRED SKILLS AND ABILITIES :
Demonstrated knowledge of cloud and SaaS enterprise platforms
Demonstrated knowledge of program and change management
Excellent project management skills with the ability to assign and monitor work
Excellent written and oral communication skills
Demonstrated knowledge of the ITIL framework and IT Service Management best practices
Demonstrated knowledge of Process improvement methodologies such as Six Sigma, Lean, ITIL, Workout etc.
Demonstrated ability to communicate and influence at all levels
Decision making, human relations, and organization skills
Experience with industry standard ITSM Tools
Good understanding of the tools and techniques used in process improvement
The ability to produce efficient and effective processes
The ability to manage multiple improvement initiatives simultaneously
The ability to train others in processes and related tools.
Category: Information Technology Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE