Using the ITIL methodology facilitates the optimization of business unit performance by enhancing the alignment between business processes and information technology. Responsible for actively resolving day-to-day technology needs of the business unit with a focus on the analysis of processes, dissecting problems, and suggesting solutions. Must understand technical problems and solutions in relation to the current, as well as the future business environment. Must be able to support plans to integrate new and existing processes. Provides input and supports planning and prioritization for business process engineering related activities, including developing the business unit process engineering plan and integrating that plan with the corporate plan. Possesses knowledge and experience leveraging both IT solutions and business process improvements.
Participates in continuous review and updates to ensure that processes meet changing business unit conditions. Supports the identification of processes for improvement, documents existing processes, identifies and analyzes gaps between current processes and the desired state, supports the design of new processes, supports process performance measures and supports the transition to a new process. Must demonstrate knowledge of process management and business systems requirements definition.
Duties & Responsibilities
Provide business and process analytical support to the Process Architects on the Service Management team. Create and update process flows, use cases, presentations, and training materials as directed by the Process Architects and/or Manager. Foster departmental acceptance and use of Incident, Problem, Change, and Configuration management processes across the organization.
Provide ongoing support to the user community regarding the ITIL processes, the Service Desk tool, and Service Desk metrics.
Provide ongoing support to the Process Architects and/or Manager for daily/weekly/monthly auditing and monitoring of controls to ensure processes are being adhered to. Develop controls as directed by the Process Architects/Manager.
Work closely with the Change/Configuration Managers to review change requests for completeness, accuracy, and adherence to established process and policy. Prepare reports, materials, and notifications for the weekly Change Advisory Board meetings. Publish agenda, record decisions, and publish minutes for the meetings. Work with end users to move change requests through the process. Work with the technical community to identify and record configuration items in the configuration database. Ensure naming conventions, support contracts and Configuration Items detailed are accurate. Work with the technical community to identify relationships between various CI’s.
Develop and document reporting requirements for the Service Operations and Service Transition functions (Change, Configuration, Incident, and Problem) management.
Performs other related duties as assigned.
The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor degree in Computer Science or Information Technology. 3-5 years of experience in IT with a background in application development, Operations/Production Support or Technical Business Analysis with requirements gathering. Must have broad knowledge of ITIL Service Operations procedures. Must be strong communicator, both written and verbal, including excellent documentation and presentation skills. Must have demonstrated analytical and problem solving skills. ITIL Foundation certification preferred along with ITIL Service Operations certification.
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