Problem Management Jobs in Virginia (NOW HIRING)

Job Summary:
Smithfield Foods is an American food company with a leading position in packaged meats and fresh pork products. They are seeking an IT Technical Services Manager to lead the day-to-day ITSM function and processes, ensuring high-quality customer service and operational efficiencies. The role involves collaboration with IT teams and stakeholders to enhance ITSM processes and implement improvements.
Responsibilities:
• Provides expertise and support to enhance, formalize, and standardize ITSM processes and procedures
• Attend and participate in meetings related to IT operations, maintenance activities, CABs, Scrums, etc. as necessary
• Coordination of changes and ensuring compliance with specified change/release management windows. manages the daily operations call and weekly CAB Review meetings
• Document and review policy, processes, procedures, and work instructions to identify and implement improvements, maintain ITSM Process and Operating Procedures
• Analyze incident, problem and change data to create meaningful reports
• Lead the development and maintenance of KPI, IT dashboards, reports
• Perform follow-up activities associated with problem management and continuous service improvement activities
• Perform trend analysis and reporting on incidents, problems, root cause analysis (RCAs), changes, and service level trends.
• Manages the security access control process for granting access to various systems in the environment
• Lead/Participate in the development of a CMDB and Service Catalog Facilitate data and reporting for vendor management meetings on service performance and development status
• Provide updates and communications to IT leadership as Necessary
• Coordinate and conduct agent training as needed
• Review Aged tickets and analyze tickets for trends, track licensing and renewal
• Provide input into creation of ITSM Roadmap
• Elicit requirements from IT and the Business regarding the design of ServiceNow tool set.
• Lead analysis efforts on the utilization of existing ITSM tools, translating to functionality within the ServiceNow platform
• Partner with IT Stakeholders to identify, document, and design interfaces between ServiceNow and other tools to ensure business requirements and technical designs meet expectations
• Communicate directly with Project Manager and Implementation Consultants on various project activities and facilitate presentations on ServiceNow to a variety of stakeholders.
• Collaborate with the various ITSM Process Owners to understand process design, users, and drivers
• Meet with key resources throughout IT to validate various data elements, including reports, dashboards, application ownership, and group membership
• Partner with Organizational Change Management team to identify change impacts and design communications and training that drive adoption
• Develop technical documentation as needed (process flow diagrams, data maps, technical/functional specifications)
• Support On call every other week
Qualifications:
Required:
• Bachelor’s Degree from an accredited four-year college or university and 5+ years of relevant experience, or equivalent combination of education and experience, required.
• Minimum of 2+ years of experience in a position of leadership to include team development and management, required.
• At least 5+ years of experience with enterprise IT operations, preferably in incident and/or problem management and change management
• Proficiency in administration and management of IT service management tools (ServiceNow)
• Good understanding of ITIL principles and or ITIL v3 Certified
• Familiarization with Agile work environments
• Familiarization with dashboards and other reporting tools and techniques
• Strong verbal and written communication skills with ability to effectively communicate with peers and executive leadership.
• Strong leadership and management skills, including facilitating change, driving operational excellence, and striving for continuous improvement.
• Ability to work well with others in fast paced, dynamic environment
• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment
• Broad knowledge and understanding of ITIL concepts, current and emerging architecture.
• Ability to lead teams successfully with practical knowledge of problem management when handling complex or high impact problems.
• Ability to work in a fast-paced environment with tight deadlines and multiple project deliverables.
• Highly adaptive and able to upskill rapidly.
Preferred:
• Experience with multiple partners and vendors is an advantage.
Company:
Smithfield Foods is an American food company with a leading position in packaged meats and fresh pork products. Founded in 1936, the company is headquartered in Smithfield, USA, with a team of 10001+ employees. The company is currently Late Stage.