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Flexential ITSM Manager in Helena, Montana

Job Description:

General Description

The ITSM Manager is a key member of the IT Service Management team and will drive ongoing service improvement activities and proactively seek opportunities to improve the performance of services to deliver enhanced value to the business. The Manager will work closely with internal stakeholders to design and improve processes as well as define minimum process requirements and service standards. Operational responsibilities include end-to-end ownership of one or more IT services, creating requirements for service management improvements and serving as a subject matter expert within the ideation process to determine the execution path.

Key Responsibilities and Essential Job Functions

  • Define minimum standards for documentation for ITIL processes with a focus on Knowledge, Change and Problem Management

  • Gather requirements from process owners to implement corrective actions

  • Review process improvement submissions from stakeholders

  • Document processes, including improvements to existing processes

  • Proactively strives to increase process maturity level

  • Measure, Report and Analyze KPIs and Metrics associated with IT services. Create or update reports to support these measures.

  • End-to-End Process Owner of one or more IT services

  • Proactively make decisions and implements actions that will have a continuing effect on the improved quality of processes owned by the ITSM team

  • Partner with Internal Stakeholders to Design Processes and Definition of KPIs

  • Serve as liaison between Operations and Governance team for audit-related inquiries

  • Perform other duties as required and assigned.

Required Qualifications

  • College (Associates, B.S., or higher) degree or relevant work experience

  • Experience in IT service management and all aspects of the ITIL® v3 (or higher). Service Management lifecycle.ITIL Certification preferred

  • Demonstrable experience and capability to participate autonomously in complex projects

  • Advanced communication (oral and written) skills; the ability to listen effectively, react appropriately to feedback and construct an effective working environment

  • Exceptional collaboration skills including the ability to negotiate to fair and reasonable conclusions

  • Ability to work under pressure and be highly pro-active in prioritizing issues and driving continuous improvement across the organization

  • Use best practices and knowledge of internal or external business issues to improve products or services

  • Mentor and serve as a resource for colleagues with less experience

  • Exceptional teamwork and an entrepreneurial spirit

  • Ability to travel occasionally, up to 20%

Physical Requirements

  • Ability to sit for extended periods of time

  • Moderate keyboard usage

Base Pay Range: Annualized salary range offered for this position is estimated to be $85,000k/yr. - $115,000k/yr. , however, the actual pay range depends each candidate’s experience, qualifications, and job location.

Variable Pay: Discretionary annual bonus, based on personal and company performance.

Benefits of working at Flexential:

  • Medical, Telehealth, Dental and Vision

  • 401(k)

  • Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)

  • Life and AD&D

  • Short Term and Long Term disability

  • Unlimited Paid Time Off (PTO)

  • Leave of Absence

  • Employee Assistance Program

  • Wellness Program

  • Rewards and Recognition Program

Benefits are subject to change at the Company’s discretion

Flexential offers flexible and essential services that help organizations optimize their journey of IT transformation while simultaneously balancing cost, scalability, compliance and security. The company, co-headquartered in Charlotte and Denver, is committed to building trusted relationships and delivering tailored solutions that suit the individual needs of its customers. Flexential is deeply invested in the success of its customers, who trust it to deliver core data center solutions of colocation and connectivity, as well as, cloud, managed solutions and professional services. Flexential’s robust suite of assets spans 21 markets and comprises 40 highly redundant and connectivity-rich data centers. For more information on Flexential, please visit Flexential is a registered trademark of the Flexential Corp.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status.