MAXIMUS

  • IT Service Delivery Project Manager-Change Management - Can work remotely!

    Posted Date 2 weeks ago(2 weeks ago)
    Requisition ID
    2018-33748
    # of Openings
    1
    Job Schedule
    Regular Full-Time
  • Responsibilities

    IT Proj Mgr– Proj/Prog
    ITSM Service Delivery Owner/Process Consultant

    MAXIMUS is a leading operator of government health and human services programs in the United States, United Kingdom, Canada, Australia and Saudi Arabia. The Company delivers business process services to improve the cost effectiveness, efficiency and quality of government-sponsored benefit programs, such as the Affordable Care Act, Medicaid, Medicare, Children’s Health Insurance Program (CHIP), Health Insurance BC (British Columbia), as well as welfare-to-work and child support programs around the globe. The Company’s primary customer base includes federal, provincial, state, county and municipal governments. Operating under its founding mission of Helping Government Serve the People®, MAXIMUS has more than 16,000 employees worldwide.

    Job Summary:

    The ITSM Service Delivery Owner / Process Consultant is responsible for the development, management, and execution of Change Management and Problem Management services. This position advises and works closely with enterprise leaders and team members (internal IT) in the delivery of assigned services. It also facilitates meetings including the Change Advisory Board (CAB), ensuring compliance of Change Management and Problem Management policies, processes and procedures.

    Job Duties/Responsibilities:

    • IT Service Management General:
     Drive adoption of processes based on ITIL best practices
     Identify, develop and drive process improvement solutions to drive automation and increase accuracy, compliance, efficiency, timeliness and improved service
     Serve as Subject Matter Expert for assigned services and processes
    • IT Change Management:
     Facilitate Change Advisory Board meetings and document results
     Coordinate interfaces between Change Management and other processes including Service Asset and Configuration Management, Incident Management, Request Fulfillment as well as any future processes brought into ITSM scope
     Communicate CAB results and Change Management metrics to stakeholders
     Conduct Post Implementation Reviews to audit Change Request quality
    • IT Service Asset and Configuration Management:
     Define the Configuration Management Baseline is maintained and validated through Change Management
     Identify gaps in the CMDB baseline snapshots and initiate investigatory activities
     Ensures that all assets in service are accurately identified and interrogated to the depth required to support the integrity of the CMDB and related ITSM processes
     Provide Configuration Item dependencies and relationships to the Change Management process
     Assists in the support for the automated discovery of HW and SW assets across the enterprise
     Reports on metrics and trends to monitor the effectiveness of Configuration Management processes-CI data quality
    • Problem Management
     Responsible for Problem Management processes and facilitation of efforts driven by Problem Records
     Partners with Enterprise Services, Enterprise End User Services, Enterprise Telecom, Application Administration, Database, App/Dev teams, Architecture and Engineering Groups, and others in the stabilization of MAXIMUS IT services including production and disaster recovery environments
     Will participate and lead (on rotation) daily production review calls for Major Incidents and Problem Records

    Education/Requirements:

    • Bachelor’s degree from an accredited college or university required; preferred field of study in Computer Science, Engineering, Business, or IT related
    • Equivalent years of experience may be considered in lieu of degree
    • Minimum five (5) years of experience in project management
    • Minimum seven (7) years of experience in Information Technology
    • Minimum seven (7) years of IT Service Management experience in one of the following process areas: Change Management or Configuration Management
    • Solid understanding of IT Service Management, specifically: Service Operation, Service Transition, Problem Management, Incident Management, Change Management
    • Proven ability to drive outstanding performance and fain commitment through developing, coaching, motivating, energizing, and inspiring team members
    • Solid interpersonal skills with the ability to interact professionally with all levels within the organization
    • Demonstrates ability to articulate complex issues, plans and concepts to diverse populations, including executive management
    • Regular reporting and management of IT projects
    • Excellent organizational, written and verbal communication skills
    • Strong active listening skills
    • Must be able to lead and influence teams and discussions
    • Previous experience in complex IT environments
    • Strong understanding of project management principles and best practices with detailed concentration on process development and implementation
    • Experience in defining, developing and educating stakeholders in ITSM/ITL processes for mid to large corporate organizations
    • Strong mediation and consulting skills
    • Minimum three (3) years of experience with ITSM tool
    • Ability to lead, assess, and review enterprise IT requirements and solutions that align to business needs
    • Ability to provide excellent customer service to both Business and IT stakeholders
    • Ability to collaborate in a team environment; seek regular feedback and contribute in team meetings; provide back-up to other team members as necessary
    • Be accountable for producing an accurate, timely and quality work product
    • Collaborate with others to identify efficiencies and process improvements; embrace change and the focus on continuous improvement
    • Ability to perform comfortably in a fast-paced environment
    • Ability to successfully execute many complex tasks simultaneously
    • Ability to work collectively and independently

    Physical Requirements:

    • Ability to sit for up to 80% of time
    • Ability to lift or carry objects up to 10 lbs.
    • Frequent use of computer, telephone, and office equipment (copier, fax, scanner)

    Work Schedule:

    Monday – Friday, 8:00am – 5:00pm

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • Typically requires a minimum of 8 years of related experience with a Bachelors degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience.
    • Works on complex issues where analysis of situations or data requires an in depth evaluation of variable factors.
    • Exercises judgement in selecting methods, techniques, and evaluation criteria for obtaining results.
    • Networks with key contacts outside own area of expertise.
    • Develops solutions to a variety of complex problems.
    • Work requires considerable judgment and initiative.
    • Exerts some influence on the overall objectives and long-range goals of the organization.

    EEO Statement

    EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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