ITIL Specialist

Information Technology Infrastructure Library (ITIL) Specialist - for prominent global law firm in Washington, DC. This role serves as a subject matter expert responsible for daily oversight/governance of the ITSM process framework. The ITIL Specialist is responsible for enforcing/monitoring/measuring/continually improving process areas. This role engages with internal Technology teams and service provider teams ensuring IT staff and ITSM tool sets are equipped for efficient execution of ITSM processes. This position serves as the owner for ITSM processes, including Incident Management, Change Management, Problem Management, IT Asset Management, Knowledge Management, Service Request Management, and the planning and controlling of configuration items (CIs) and their interrelationships. Ideal candidate has focus on customer experience, operational stability, and major incident reduction. This position serves as part of the Service Management function in partnership with the IT Help Desk, Application Solution, and Infrastructure Solution teams to drive operational excellence and continual improvement.

Duties: Oversees the ITSM framework and governance in partnership with the Director of Service Management. Champions the incident ticket lifecycle to design ITSM standards from the vantage point of end-users. Serves as the business owner of enterprise service management solutions, actively leading the design and experience for IT and non-IT users. Actively works with cross-functional stakeholders to identify and apply design enhancements to ITSM technology to drive process effectiveness and uphold ITSM standards. Leads the technical change approval process and associated standards / checklists required to promote solutions into production environments, working closely with responsible owners to carry-out mandatory activities. Manages the IT Release / Deployment Calendar (operational and project-based) in partnership with the Quality Assurance and Testing Manager, and works closely across the Applications Solutions, Infrastructure Solutions, and Service Management teams to create a shared, centralized view of all releases and technology deployments. Works with the Director of Service Management to define the Firm’s ITSM strategy and standards, along with policies and processes for facilitating ITSM activities.

Position Requirements: College degree preferred. Master’s degree preferred. Technical certification - ITIL v4 preferred. 7+ years of relevant experience in a large law firm ideal. Experience designing an ITSM framework in a professional services or legal firm. Demonstrated experience with global, tiered IT support models. Demonstrated experience working in a time-sensitive, high-visibility environment. Successful experience building frameworks for performance indicators and service level standards. Proven experience serving as the business owner of enterprise service desk technology solutions (e.g., ServiceNow) to inform design, process and user experience, configuration, and ongoing enhancements. Success in leading IT staff of all levels to adopt ITSM standards, processes, and controls. Experience with business process reengineering to achieve performance improvement outcomes. Strong service orientation, and an understanding of the importance of developing effective working relationships with users and organizational stakeholders of all levels. Demonstrated ability to serve as a change agent, leading and inspiring others to act. Highly motivated, analytical, organized, and efficient. Excellent problem solving and debugging skills. Ability to work well under pressure, part of a team and to lead others.