Job description
MathWorks has a hybrid work model that enables staff members to split their time between office and home. The hybrid model provides the advantage of having both in-person time with colleagues and flexible at-home life optimizations. Learn More: https://www.mathworks.com/company/jobs/resources/hybrid-model.html.
We’re focused on improving Operational Quality across Enterprise IT. As part of this team, we’re looking for a process owner to be a champion for the business stakeholders and help mature our ITSM processes. In this role, you will be responsible for designing/reviewing these ITSM processes (e.g., Incident and Request, Major Incident, Change Management, etc.) and tools and ensuring they are optimized to meet our operational quality goals. You will also be responsible for the executions of some of these processes (e.g., leading the Change Advisory Board and digging into the root causes of widespread IT incidents). Finally, you will be responsible for the report out of the KPIs and metrics which are also used in our executive advisories.
MathWorks nurtures growth, appreciates diversity, encourages initiative, values teamwork, shares success, and rewards excellence.
- Partner with the IT Process Owner(s) to design and improve end-to-end IT Service Management processes.
- Partner with IT Service Management Application Product Owner to drive ITSM Tooling changes.
- Work with stakeholders to complete and send out Operational Quality Reports.
- Develop Metrics, KPIs,and Reports to monitor the effectiveness, maturity, and adherence to IT processes.
- Solid knowledge of IT Service Management / ITIL Best Practices.
- Experienced in providing requirements for ITSM Platforms (e.g., ServiceNow).
- Experience developing dashboards using visualization and analytical tools (e.g., Microsoft PowerBI, ServiceNow Reporting).
- Familiarity with DevOps Best Practices and Tooling.
- Leadership experience is a plus.
- A bachelor's degree and 3 years of professional work experience (or a master's degree, or equivalent experience) is required.
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