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Manager, ITSM

WE ARE VERITONE

We are driven by the belief that Artificial Intelligence is mankind's greatest invention. It is the key to building a safer, more vibrant, transparent, and empowered society. We are determined to be an active contributor to shaping our future for the better. We care about the ethical implications of AI and the prosperity and well-being of all individuals, as well as the growth and continued successes of our employees, customers, and partners.

Veritone's mission today is more important than ever. We're here to democratize AI and enable every organization and every person with the power of AI. What started in 2014 with the idea of providing unified access to hundreds of cognitive engines through one common software infrastructure, evolved to the world's first AI operating system, aiWARE, which orchestrates a diverse ecosystem of cognitive engines to power intelligent automation for both commercial and government organizations. As we progress, we will continue to move humans from "in" to "on" to "out of the loop" to help them accelerate workflows, save time and costs, and uncover new insights and opportunities. You can view us at: www.veritone.com / www.veritoneone.com

WHAT YOU'LL DO

This is a key management position within our IT team to promote and enable service and performance culture, ensure IT service performance and consistency to our internal team.

The Manager, IT Service Management is responsible for (1) Implement and Manage Service Desk (L1) operation which provides a single point of contact between the services being provided and the users. (2) Manage and optimize current IT Service Management (ITSM) tools (Jira Service Management), policies, processes and operations which includes incident management, problem management, change management, knowledge management, asset management, access management, SLA management, and request management. (3) IT performance metrics – Manage and optimize and track IT performance, coordinate for the improvement (4) Merger & Acquisition IT due diligence and integration management. (5) Level Zero/Self Service operations.

If you are passionate about optimizing service management processes, enhancing customer experiences, and leveraging technology to drive efficiency, we encourage you to apply for this exciting opportunity.

Responsibilities

Enables and optimize an IT service culture.
Service desk operations – partners with service desk partner to ensure consistent service desk performance (average speed to answer, abandon rate, first call resolution, end user satisfaction, SLA compliance)
Optimizes current ITSM-based management policies, processes and controls to ensure quality is maintained to meet business objectives.
Champions and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
Reviews service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve service performance.
Ensures alignment of ITSM solutions to IT and Veritone business needs
Creates, maintain and/or optimize the service catalog description of existing services offered.
Analyzes and reviews actual service performance against SLAs.
Communicates and reinforces the organizational ITSM vision and the Process goals to Internal IT teams.
Provides process ownership through design, implementation and continuous improvement activities in the process life cycle.
Works with all functions within IT to ensure processes are executed as designed and measured accurately and completely.
Configure, customize, and administer ITSM tool (Jira Service Management) to meet the specific needs of our organization, including setting up workflows, request types, SLAs, automation rules, and integrations.
Collaborate with cross-functional teams to gather requirements and translate them into effective ITSM tool (Jira Service Management) solutions that improve service delivery and customer satisfaction.
Collaborate with the IT team to integrate Jira Service Management with other tools and systems, enhancing overall workflow automation and efficiency.
ITSM platform management – manage ITSM platform to be the orchestration platform of adopted ITSM processes. Create reports and dashboards to track service performance.
Incident and SLA management
- Providing first-line investigation and diagnosis
- Resolving incidents requests when first contacted whenever possible.
- Defining Urgency and Prioritization levels per ticket type.
- Keeping users informed of progress.
- Closing all resolved incidents, requests, and other calls
- Conducting customer/user satisfaction call-backs/surveys as agreed
- Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
- Critical incident management – set up Conference Bridge, contact on-call engineer and subject matter expert (SME) and broadcast incident progress until full resolution.
Problem management – Identify problems from incidents, proactively manage problems to prevent repeatable issues. Major Incident Management tracking, communication, and training
Change management – Define and orchestrate change management process to ensure production changes follow the process to improve quality of changes.
Knowledge management -identify and implement a common platform to host a segmented knowledge repository.
Asset management – IT system identity and track IT assets (Servers/UPS/PCs)
Request management – manage standard service catalog and non-standard requests, work with PMO to properly handover requests that should be converted to projects.
Evaluate and adopt service channels (phone/chat/email/virtual agents) to enable end user satisfaction.
The service desk operations will first focus on IT services and standards for internal users, then expand to other potential opportunities.
Organize IT due diligence of merger and acquisitions, identify risk and synergy opportunities. Manage IT integration with the least business interruption while support business integration roadmap.

WHAT YOU'LL NEED

Process driven and service oriented.
Be confident and positive, solution oriented.
Demonstrate a keen understanding of the organization culture as well as the overall business needs relative to the IT service management.
Partner effectively with internal teams and business
Proven track record of service quality improvement through process optimization
Proven track record of setting up or optimizing IT service desk operations under ITSM framework (policy, process, operations, platform)
Experience with deployment of ITSM tools and processes or driving significant service improvement initiatives. Jira Service Management is a plus
Experience with integrations between Jira Service Management and other tools/systems is a plus.
Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management.
Proven Project/program management experience …. Agile methodologies is a plus
Vendor management experience
Excellent communication skills both written and verbal with a proven track record for each.

Required Experience

Education – Bachelor's degree in Computer Science, Business Administration, or related discipline.8+ years of experience in IT.
5+ years of IT service desk or ITSM management position or project management experience.
ITIL certification (v3 or v4)
PMP certification a plus
Travel – ability to travel 25%

WHAT WE OFFER

A competitive compensation package
Equity Grant(s)
Employe Stock Purchase Plan (ESPP)
Remote first + Hybrid workplace
VERI Communities (Affinity Groups) & Belonging
Empowerment to build your career journey at Veritone
Flexible (Paid) Time Off
Benefits Program: medical, dental, vision, 401K matching, and more!
Mental health awareness and support
An opportunity to be a part of the next big thing in artificial intelligence!

OUR CULTURE

Loves learning & continuous growth; stays current on marketing trends
Can juggle multiple projects, priorities, and deadlines with a positive attitude
Comfortable in a fast-paced, small company environment
Collaborative and always contributing value
Driven to win as a team
Remote first workplace
Check us out!

Veritone is a leading provider of artificial intelligence (AI) technology and solutions. The company's proprietary operating system, aiWARE, orchestrates an expanding ecosystem of machine learning models to transform audio, video and other data sources into actionable intelligence. We love to continuously grow while staying ahead of trends and creating structure in an unstructured world.

If you've made it this far and align with our goals, we look forward to reviewing your qualifications!

DISCLOSURE

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

(Colorado & California Only*): Minimum annual salary of $123,000.00. This base pay is for illustrative purposes only and will be determined based on skills and experience comparable to the job requirements. This position may be eligible for additional compensation and benefits including but not limited to: incentive compensation; health benefits; retirement benefits; life insurance; paid time off; parental leave and benefits; and other employee perks and benefits.