ITSM Process Owner for Incident / Problem / Knowledge Management

As the ITSM Process Owner for Incident, Problem, and Knowledge Management at Continental, you will be responsible for overseeing global processes in these areas. Your main duties will include developing process strategies and roadmaps, maintaining process documentation, tracking governance and KPIs, and managing service providers. You’ll play a vital role in implementing and enhancing ITSM processes that support our global operations.

To qualify for the ITSM Process Owner position at Continental, candidates should possess a university degree in Business Informatics, Computer Science, or a related engineering field, along with at least three years of experience in developing and managing IT service management processes. An ITIL Foundation certification is essential, while ITIL V3 Expert certification is a plus. Strong customer service skills and proficient English are also required.

The ITSM Process Owner will independently manage global process implementation projects focused on incident, problem, and knowledge management. You will be responsible for driving initiatives that enhance process efficiency and effectiveness, as well as developing training programs to ensure that stakeholders understand and adhere to these processes.

At Continental, the work culture is characterized by flexibility, agility, and collaboration. The ITSM team is made up of international members who support one another in a challenging yet rewarding work environment. The company also emphasizes continuous professional development, providing opportunities for training, mentoring, and personal growth.

The ITSM Process Owner at Continental should expect to travel up to 15% of the time. This travel typically involves participating in international projects and collaborating with teams across different locations, reflecting the global nature of our operations.

IT service management processes are critical in ensuring that IT services are delivered efficiently and meet the needs of users globally. They help standardize service delivery, improve customer satisfaction, and ensure that compliance and governance are maintained across all regions.

To develop a process strategy for incident management, I'd start by analyzing current processes and gathering feedback from users and stakeholders. I would then align the strategy with overarching IT service management goals, identify key performance indicators, and ensure the strategy is adaptable to future changes.

I am well-versed in ITIL methodologies as well as Agile and DevOps principles. Understanding these methodologies allows me to implement best practices that foster continuous improvement and efficient service delivery in IT environments.

In my last position, I noticed that the incident closure rate was lower than acceptable. I conducted a root-cause analysis, led workshops with the support team to refine the incident categorization process, and implemented training sessions. This led to a notable improvement in closure rates and overall user satisfaction.

Communication is key to IT service management. It ensures that all stakeholders are aligned, stakeholders remain informed about incident status, and users understand the services provided. Clear communication fosters collaboration and helps in resolving issues more effectively.

Governance can be ensured through regular audits, establishing clear KPIs, and creating a feedback loop involving all users. By continuously monitoring performance data and conducting reviews, we can identify areas for improvement, ensuring processes remain compliant and effective.

I have managed multiple external service providers, focusing on setting clear expectations and performance metrics. This involves regular meetings, reviews of service delivery, and budget management to align their work with organizational goals.

I prioritize open lines of communication and regular check-ins. I also leverage collaboration tools that allow us to share updates and documents easily. Fostering a culture of trust, where team members feel comfortable sharing ideas and feedback, is crucial for successful collaboration.

I stay updated on IT service management best practices by participating in relevant webinars, attending conferences, and reading industry publications. I also network with other ITSM professionals to share insights and strategies that can enhance my knowledge.

What motivates me most in the role of ITSM Process Owner is the opportunity to make a tangible impact on the efficiency of IT service delivery. Driving continuous improvements and collaborating with diverse teams fuels my passion for this field.