ITIL Process Manager / Developer

As an ITIL Process Manager / Developer, you play a crucial role in ensuring the effective management of IT services within an organization. Your responsibilities span several key areas to align with COUNTRY Financials' existing platforms:
1. Availability Management:

• Define and maintain processes to ensure IT services are available when needed.
• Monitor service availability, identify bottlenecks, and optimize resource allocation.
• Collaborate with teams to minimize downtime and improve service reliability.

2. Service Level Management:

• Establish and manage service level agreements (SLAs) with stakeholders.
• Monitor service performance against SLAs and address any deviations.
• Continuously improve service quality and responsiveness.

3. Performance & Capacity Management:

• Analyze system performance metrics (e.g., response time, throughput).
• Plan for capacity needs based on business growth and usage patterns.
• Optimize resource utilization to meet performance goals.

4. Monitoring & Event Management:

• Define and maintain the Monitoring & Event Management process
• Work with the Monitoring team for appropriate use of monitoring tools to track system health and detect anomalies
• Collaborate with cross-functional teams to establish M&E models and standards

This position offers a hybrid work schedule and can be based out of our corporate offices in Bloomington, IL, Alpharetta, GA or Minneapolis, MN.

How does a ITIL Process Manager/Developer make an impact?

• Evaluates processes and conducts analyses to determine opportunities for improve; prepares findings and presents results.
• Leads and facilitates cross-functional project teams to address process improvement initiatives.
• Prepares analytics to measure and analyze the effectiveness of improvements and controls implemented.