ITSM Transition Specialist

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This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Responsibilities:

• Lead the planning and execution of ITSM system transitions, including project planning, stakeholder engagement, and risk management.
• Develop and maintain project schedules, budgets, and resource plans.
• Work collaboratively with other IT teams to ensure that IT services are transitioned effectively and efficiently.
• Develop and maintain transition plans, including communication plans, training plans, and post-transition support plans.
• Work with stakeholders to develop fully documented business and service management processes aligned to ITIL best practice
• Analyze data and metrics to identify trends and areas for service improvement during transitions.
• Monitor service levels during transitions to ensure that all SLAs are met or exceeded.
• Provide guidance and support to other IT teams on ITSM processes and procedures during transitions.
• Utilize process mapping methodologies and tools to design, analyze, and improve ITSM processes.
• Maintain a thorough understanding of industry best practices and emerging trends in ITSM transitions.

Required Skills/Knowledge:

• Demonstrated experience acting as the liaison between business and IT stakeholders with communication skills to speak appropriately to both parties (translating technology to the business and vice versa)
• Experience in full life-cycle project development including requirements, design, development, testing and roll-out
• Demonstrated experience in analyzing a business issue and developing a future state recommendation
• Strong Project Management skills; expert in organizing, planning and executing large-scale projects from start through implementation;
• Ability to analyze project needs and determine resources needed to meet objectives
• Excellent communication, organizational, leadership, time management, and solution-oriented skills
• Highly developed skills in using MS Office Suite applications including:
• Project
• Visio
• Understand and Create Process Flows (Swim lanes, flowcharts)
• Understand and Create Technical Diagrams
• Excel
• Import from different sources of data
• Data Analysis using charts, pivot tables, filters and rules
• Knowledge of basic to advanced Excel functions
• Ability to set agendas and facilitate meetings, while focusing in on critical path discussion topics and necessary decisions
• Strong negotiation ability and attention to detail
• Strong understanding of Transition Management principles, procedures and best practices
• Strong customer focus and ability to manage customer expectations
• Excellent oral and written communication skills, as well as the ability to present and explain technical and business information to executive stakeholders
• Strong teamwork and interpersonal skills
• Worked with customers to develop solutions to complex business problems
• Experience working with vendors
• Multi-tasking and time-management skills, with the ability to prioritize tasks.
• Highly organized and detail-oriented.
• Excellent analytical and problem-solving skills
• Ability to work independently with little supervision
• Ability to work in a virtual team which may work across distance (remote), cultures and time zones, in a matrix with multiple reporting lines
• Ability to travel up to 50% (no travel during COVID)
• 5-8 years of progressive broad-based information technology and business experience
• A Bachelor's degree in Computer Science, Business Administration, Engineering or related discipline with an information technology focus (Master’s degree highly desirable)
• External project management certification such as PMP from PMI or other project management certification is preferred
• ITIL Foundation Certified is a Plus