Edtech.com's Summary

MathWorks is hiring an ITSM Process Owner. The role involves leading the design, review, and continuous improvement of ITSM/ITOM processes, ensuring alignment with operational goals and business outcomes while optimizing tools such as ServiceNow and PowerBI. The ITSM Process Owner will partner with stakeholders to enhance process adoption, oversee operational execution, and report on process KPIs and metrics.

Highlights

Design and continuously improve ITSM/ITOM processes.
Work with application product owners to enhance ITSM tooling.
Provide training and support for process adoption.
Develop and monitor outcome-based metrics.
Host Change Advisory Board meetings and conduct Root Cause Analysis.
Strong IT Service and Operations Management knowledge; ITIL 4 certifications preferred.
Experience with ServiceNow, PowerBI, and automation platforms like Power Automate.
Bachelor's degree and 3 years of professional experience required.

ITSM Process Owner Full Description

ITSM Process Owner

Location: US-MA-Natick
Department: Information Technology

Job Summary

Are you a change agent, skilled in designing and overseeing Processes across Enterprise IT? Do you consider yourself an internal consultant that likes to understand and apply industry best practices and emerging technologies to design and deliver modern IT operations processes? If so, join our team!

We’re focused on establishing world-class IT Service Management and Operational Quality across MathWorks IT. With this goal in mind, we’re looking for an experienced IT Process Owner to be an ITSM / ITOM champion among business stakeholders, leading the ongoing maturing, adoption, and continuous improvement of our Processes.

In this role, you will be responsible for designing, reviewing, and continuously improving ITSM / ITOM processes (e.g., Major Incident, Problem, Change, Release Management, etc.) and tools (ServiceNow, PowerBI, JIRA, etc.), ensuring they are optimized to meet operational goals, achieve desired business outcomes, improve process adoption, and reduce waste in the organization. You will also be responsible for carrying out the operational execution of some of these processes (e.g., hosting the Change Advisory Board, leading Root Cause Analysis, carrying out Major Incident post-mortems). Finally, you will be responsible for reporting out on Process KPIs and metrics used in our executive advisories, taking initiative to identify and action improvement opportunities.

Responsibilities

Own IT Service and Operations Management Processes. This includes designing, implementing, supporting, and continuously improving Processes.
Partner with Application Product Owners and Development, driving ITSM tooling enhancements and continuous improvement.
Partner with business stakeholders, providing ongoing training and support in leveraging Processes, motivating their adherence.
Develop outcome-based metrics to monitor the effectiveness of Processes.
Provide accurate and timely reports that support decision-making in the organization.
Identify opportunities for enhancing Processes. Drive their continuous improvement.
Understand industry trends and best practices, identifying and implementing opportunities for optimizingm, automating, and enhancing ITSM/ITOM workflows.
Support operational Process activities (e.g: host Change Advisory Board Meetings, RCAs, Postmortems).

Minimum Qualifications

Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.
A bachelor's degree and 3 years of professional work experience (or a master's degree, or equivalent experience) is required.

Additional Qualifications

Strong knowledge of IT Service and Operations Management (ITIL 4 certifications preferred).
Experience working in and providing requirements for developing ITSM Platforms (e.g., ServiceNow).
Experience developing dashboards using visualization and analytical tools (e.g., MS PowerBI).
Experience leading Problem and Root Cause Analysis across IT Teams.
Experience establishing, maturing, and improving Configuration Management and the CMDB is a plus.
Experience with automation platforms (e.g., Power Automate) and development is a plus.
Knowledge of DevOps practices (e.g., CI/CD) and tooling is a plus.
Leadership experience is a plus.

Original Job Description

ITSM Process Owner

Location: US-MA-Natick
Department: Information Technology

Job Summary

Responsibilities

Own IT Service and Operations Management Processes. This includes designing, implementing, supporting, and continuously improving Processes.
Partner with Application Product Owners and Development, driving ITSM tooling enhancements and continuous improvement.
Partner with business stakeholders, providing ongoing training and support in leveraging Processes, motivating their adherence.
Develop outcome-based metrics to monitor the effectiveness of Processes.
Provide accurate and timely reports that support decision-making in the organization.
Identify opportunities for enhancing Processes. Drive their continuous improvement.
Understand industry trends and best practices, identifying and implementing opportunities for optimizingm, automating, and enhancing ITSM/ITOM workflows.
Support operational Process activities (e.g: host Change Advisory Board Meetings, RCAs, Postmortems).

Minimum Qualifications

Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.
A bachelor's degree and 3 years of professional work experience (or a master's degree, or equivalent experience) is required.

Additional Qualifications

Strong knowledge of IT Service and Operations Management (ITIL 4 certifications preferred).
Experience working in and providing requirements for developing ITSM Platforms (e.g., ServiceNow).
Experience developing dashboards using visualization and analytical tools (e.g., MS PowerBI).
Experience leading Problem and Root Cause Analysis across IT Teams.
Experience establishing, maturing, and improving Configuration Management and the CMDB is a plus.
Experience with automation platforms (e.g., Power Automate) and development is a plus.
Knowledge of DevOps practices (e.g., CI/CD) and tooling is a plus.
Leadership experience is a plus.

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ITSM Process Owner

Edtech.com's Summary

ITSM Process Owner Full Description

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