IT Service Management Process Owner - Incident and Request Management
EATONClevelandUpdate time: January 13,2021
Job Description
Join Eaton’s Information Technology IT team and help positively impact our business through leading technologies, exciting and challenging enterprise projects and new platforms. We are currently seeking an Incident Management and Request Fulfillment Process Owner to join our Architecture, Governance, and Securities Center of Excellence team in Beachwood, OH. This position is based at our Eaton Center in Beachwood, Ohio. No relocation is being offered for this position. If the candidate resides within 50 miles of Beachwood, Ohio, the candidate must work at that site. If the candidate resides more than 50 miles away from Beachwood, Ohio, the candidate will work remote from another US Eaton Facility or an approved home office.
Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.
The Incident Management and Request Fulfillment Process Owner develops, maintains, governs, monitors and continuously improves all aspects of the Eaton IT Incident Management and Request Fulfillment Processes, including the Critical Incident Management and Discretionary Request processes. This individual provides guidance and assistance to users of the processes through such means as user training and coaching as well as through the development of management, operational, exception and trend reporting. This role requires exceptional customer focus, process expertise, and excellent communication, facilitation and presentation skills.
Key Responsibilities:
- Actively govern the Incident Management and Request Fulfillment Processes based on customer feedback, stakeholder input, and process metrics to ensure Eaton IT’s effectiveness in meeting customers expectations.
- Perform training for users of the Incident Management and Request Fulfillment processes.
- Counsel and coach Incident Coordinators, Fulfillers, and Group Owners on the Incident and Request processes and procedures.
- Create and execute Management reports; review and analyze reports to identify performance strengths and focus areas for process improvement and greater overall efficiency.
- Follow up on aging tickets and the closure of those records.
- Handle escalations of issues relating to Incidents, Requests, or the Processes.
- Review and disposition request for process or tool changes or enhancements; develop requirements, test and validate changes.
- Develop and maintain all Incident Management and Request Fulfillment documentation and training material.
- Continually seek ways to improve the processes through regular engagement with stakeholder groups and customers, and develop strategies for addressing issues, enhancing service levels, and process improvement, design, redesign,
- Collaborate with other ITSM Process owners to ensure alignment with other processes.
Qualifications
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Basic Qualifications:
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Position Criteria:
- Demonstrated competence in ITIL Process Management.
- Excellent business and analytical skill for complex problem solving, demonstrated ability to understand business problems and to use analytical skills to research and resolve.
- Experience interfacing with all levels of IT professionals and business customers.
- Ability to communicate effectively with both business and technical stakeholders. Demonstrated proficiency in meeting facilitation.
- Strong organizational skills and proven ability to prioritize and multitask.
- Excellent analysis and documentation skills.
- Excellent communication (English oral and written) and presentation skills.
- Excellent interpersonal relationship building and teamwork skills.
- Demonstrated ability to work under pressure and meet deadlines.
- Ability to critically assess information for relevance, accuracy and feasibility.
Preferred Qualifications:
- BMC Remedy user experience (or equivalent industry tool)
- Experience in other ITSM Process areas
We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters.
We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Job: Information Technology
Region: North America – US/Puerto Rico
Organization: Corporate Sector
Job Level: Individual Contributor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time
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