Incident and Problem Process Manager (ITIL / ServiceNow)

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Job Summary

The Incident and Problem Business Analysis Manager within the Service Management team at Equinix manages the processes while ensuring people adoption, enabling system capabilities in ServiceNow and meeting/exceeding the metrics/benchmarks to provide service excellence. Serves as the Process Lead to improve Equinix's global Service Management capability and overall customer experience. The role encompasses working with business stakeholders across Data Center and Network Operations teams. This role drives process execution and efficiency by embracing modern ITIL, Agile and Lean best practices while being a champion for the ServiceNow ecosystem.

Responsibilities

• Responsible for overseeing and optimizing the Incident and Problem processes

• Develop, implement and maintain Incident and Problem process documentation including process directives, procedural workflows, and instruction guides

• Drive process improvements and recommend options and technical solutions for future Incident and Problem process design/changes that increase efficiencies on the ServiceNow platform while considering impact and integrity of the platform

• Elicit requirements through different forums, ensuring the right questions are asked to produce essential requirement information to help align business needs with a technical solution on the ServiceNow platform

• Document and map current Incident and Problem processes and perform gap analyses against best practice, using industry standard techniques and frameworks such as Lean and ITIL

• Manage a continuous improvement cycle with Incident data trending and Root Cause Analysis regarding operational issues, scheduled service improvements and planned activities; while identifying areas for process and platform improvements, driving initiatives to enhance efficiency and effectiveness

• Guide and execute on relevant training and communication content design including the creation, maintenance and delivery of the content and materials

• Define and collect metrics to understand trends; develop and execute plans to mitigate symptoms while providing disciplined tracking and reporting according to standards

• Coordinate multiple and competing priority efforts using flexibility to adjust in changing requirements, schedules and priorities

• Use business, process and technical expertise to assist with managing key processes and technologies

• Provide support with the implementation of agreed remedies and preventive measures including reporting regarding current state of Incidents and Problems

• Manage prioritized ServiceNow backlog using Agile methods, and plan deployment dates with business stakeholder alignment

• Influence and liaise with business and technical resources, with varying disciplines, to ensure balance between process-based solutions and right-fit system design in ServiceNow

Qualifications

• Demonstrated senior level experience in Incident & Problem Management roles within large organizations preferably Service Providers

• ServiceNow Platform subject matter expertise

• A proven track record in ITSM Project Management, ideally with a strong background in delivering strategic ServiceNow solutions

• A Collaborative team player with superior influencing skills, who builds relationships easily across various stakeholder groups to move initiatives forward

Skills and attributes

• Required: ITIL Certification in Incident and Problem Management

• Nice to have: PMP or Scrum Certification, Lean Six Sigma, ServiceNow System Administrator Certification

• Excellent ability to learn quickly, adapt to change and deal with ambiguity

• Strong ability to collaborate, exert influence, communicate and manage relationships at all levels of the organization

• Skilled at communicating complex concepts in easy-to-understand ways including written/presentation/reporting (technical and non-technical)

• Excellent influencing skills with ability to facilitate collaboration between stakeholders

• Strong analytical and problem-solving skills with attention to detail and accuracy along with the ability to work independently, under pressure

• Demonstrated understanding of enterprise business and technical architecture

The targeted pay range for this position in the following location is / locations are:

Canada - Toronto Office TRO : 94,000 - 142,000 CAD / Annual

United States - Dallas Infomart Office DAI : 103,000 - 155,000 USD / Annual

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location.The pay range shown is based on our compensation structure in place at the time of posting and may be updated periodically based on business needs. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Equinix Benefits

As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program: An Employee Assistance program is available to all employees.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.