The MIT Service Management Process Owner is responsible for, but is not limited to:

• Works with peers and stakeholders to plan and coordinate all aspects of Service Management process implementation from design to delivery.
• Deliverables often involve process requirements definition, process workflow design, process reports and role definition, and the like.
• Coordinates work performed by peers and internal customers/partners by defining requirements, performing feasibility and needs/impact assessments, and then executing planned changes to the schedule.
• Develops detailed project plans and manages all implementation processes including resource allocation, progress tracking, monitoring change control process, testing, documentation, training, and on-time delivery within budget constraints.
• Projects may vary in number, size, and complexity.
• Also responsible for process maintenance, including process health evaluation and definition and execution of 'get well' plans as required.

The candidate should exhibit the following behavioral traits:

• Coach and Mentor: Committed to leading others to the best way of solving problems through Service Management. Experience with the development and delivery of training materials.
• Communicator: Track record of communicating statuses, challenges, and solutions at all levels of an organization, from peers to senior leadership. Listens and is responsive to customer feedback.
• Team Leader: Able to work across organizational boundaries to influence peers and leaders to agree and then deliver a common goal.
• Data-driven: Committed to evidence-based decision making, able to translate data into a recommendation and then an actionable plan.

Qualifications

You must possess the minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum Qualifications:

• Bachelor's degree in a STEM-related field (Science, Technology, Engineering, and Mathematics)
• 4+ years of experience with design, delivery, and maintenance of IT Service Management business processes. For example, incident management, change management, release management, and problem management
• 4+ years of experience as a ServiceNow user, understanding ServiceNow forms, reports, and workflows and how they are used to implement Service Management processes

Preferred Qualifications:

• ITIL Process Certification (e.g. ITIL foundations)
• ServiceNow Role/Platform Certifications (e.g. vendor training)

This position is not eligible for Intel immigration sponsorship

Inside this Business Group

Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.

Other Locations

US, New Mexico, Albuquerque;US, Oregon, Hillsboro

Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.