Career Opportunities: Itsm Process Manager (92112)

About Us

Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry's largest network of experts, Freeman's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 96-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

The ITSM Process Manager is a key role that oversees and manages the IT Change Management process within the organization. You will be responsible for ensuring that changes are assessed, planned, scheduled, and implemented in a controlled and coordinated manner, while reducing the risk of adverse effects on IT services. You will also lead the Change Advisory Board (CAB), a cross-functional team that reviews and approves changes, and monitors their implementation and outcomes.

This position will support our IT team and is eligible to work a remote schedule.

Essential Duties & Responsibilities

• Define, document, implement and champion the IT Change Management process, policies, and procedures in accordance with ITIL best practices

• Manage and drive change management processes to ensure operational stability

• Coordinate and communicate with IT teams and stakeholders to assess, plan, schedule, and implement changes with minimal disruption to services

• Chair the CAB meetings, facilitate the discussion and decision-making, and document the minutes and action items

• Prioritize change requests, assess their impact, and accept or reject changes based on a thorough analysis

• Monitor and report on the status and performance of changes, and conduct post-implementation reviews and audits

• Identify and implement improvements and best practices to enhance the efficiency and effectiveness of the IT Change Management process and overall maturity of ITSM practices

• Provide training and guidance to IT staff and stakeholders on change management and other ITSM processes, including tools

• Analyze change records to identify trends and areas for process improvement

• Prepare and present change management reports and metrics for IT leadership

• Take on other ITSM process areas as needed

Education & Experience

• Bachelor's degree or 7+ years' experience in Information Technology, Computer Science, or related field

• Certification in ITIL or equivalent experience in IT Service Management

• At least 5 years of experience in IT Change Management or related roles

• Excellent organizational, leadership, decision-making, communication, and interpersonal skills

• Preferred skills include experience with agile methodologies, risk mitigation tactics, automated processes, and integration of ITSM best practices into existing workflows

What We Offer

Freeman provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

• Medical, Dental, Vision Insurance

• Tuition Reimbursement

• Paid Parental Leave

• Life, Accident and Disability

• Retirement with Company Match

• Paid Time Off

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

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