ITIL Service Management Associate Manager

Infra Managed Service Associate Manager | Mid-Level | Full time

The Advanced Technology Centers (ATCs) is the engine for reinvention in our clients’ transformation journey. Powered by more than 255,000* people across 24 countries, ATCs will provide our clients seamless access to industry insights and innovative technology solutions.

The Advanced Technology Centers (ATCs) make tremendous impact in solving our clients’ business problems leveraging Innovation, Intelligence, Industry insights, new IT and new technology skills. Now, with the global environment changing at a faster pace, our clients are facing unprecedented challenges and they need us more than ever before.

You are:

An experienced ITIL Service Management Associate Manager.

The Work:

We are seeking a dedicated and experienced ITIL Service Management Associate Manager to join our IT team at Accenture. The ideal candidate will have extensive experience with ServiceNow, IT service management, and an ITIL process and procedure. This role is essential in supporting the efficient and effective delivery of IT services to meet the needs of our business and customers.

Key Responsibilities:

• Service Management Support: Assist in managing ITIL service management processes, including Incident Management, Problem Management, Change Management, Service Request Management, Configuration Management, and Service Level Management.
• ServiceNow Support: Be a liaison with the ServiceNow support team/developers as it relates to configurations in ITIL processes.
• Process Improvement: Contribute to the evaluation and improvement of ITIL processes to enhance service delivery, efficiency, and customer satisfaction.
• Stakeholder Engagement: Collaborate with business stakeholders, IT teams, and external vendors to ensure alignment of IT services with business objectives.
• Performance Monitoring: Assist in monitoring and reporting on key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance and identify areas for improvement.
• Incident and Problem Management: Support the resolution of major incidents and problems, ensuring root cause analysis and preventive measures are implemented.
• Change Management: Assist in managing the change management process to ensure changes are implemented smoothly and with minimal disruption to services.
• Training and Development: Provide training and guidance to IT staff on ITIL best practices and the use of the ServiceNow platform.
• Documentation: Maintain comprehensive documentation of ITIL processes, procedures, and ServiceNow configurations.

This role will require 2-3 days per week at the Cincinnati, OH and/or Tampa, FL office.

Here's what you need:

• Minimum of 7 years of experience in IT service management
• Minimum of 7 years of experience using ITIL processes and procedures
• Minimum of 3 years of experience with ServiceNow platform
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)
• ITIL certification
• ServiceNow administration and configuration
• Excellent communication and interpersonal skills
• The ability to engage and influence stakeholders at all levels
• Strong analytical and problem-solving skills.
• Ability to adapt to changing business needs and priorities

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience.

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.