IT Service Delivery & Operations (ITSM) – Process Owner

Full Time
  • Full Time
  • Wawa, PA

Website Wawa

WAWA – Wawa, Inc. – Corporate Office
Job Description
Job Summary: IT Service Delivery & Operations (ITSM) – Process Owner is responsible for management and maintenance of the processes and technology needed to provide reliable, secure and responsive delivery of IT Services and Operations. Plays key part in initiating and driving discussion to identify strategic vision and insight in the development of the strategy for IT Service Delivery and Operations.
Responsibilities include the delivery, management & maintenance of;
IT Service Management (ITSM) functions including, but not limited to…
Incident Management
Problem Management
Change Management
Release Management
Service Request (Catalog) Management
IT Event/Crisis Management
Asset Management
ITIL process & standards implementation & compliance
IT Operations & Support functions including, but not limited to…
Tier 3 Support (ServiceNow, PagerDuty)
Oversight & Support of 3rd party providers who participate in the delivery of…
IT Service Desk
IT Operations Command Center
QA Lab Environment
Essential Functions:
Communicate effectively both orally and in writing
Analyze information and effectively propose solutions
Strong consultative, facilitation, project management and presentation skills
High degree of professionalism and confidentiality
Handle multiple (medium/large) priorities simultaneously and independently
Ability to work in a fast-paced environment
Ability to prepare and analyze comprehensive reports
Work collaboratively with cross-functional teams
Ability to resolve multiple, conflicting viewpoints
Ability to be a change agent, using influence, education and persuasion to build relationships and gain support for difficult changes
Solid critical thinking and problem solving
Strong at balancing tactical, short-term results with strategic, long-term goals
Ability to frame and apply IT and business strategies to IT Service Delivery & Operations
Viewed by the organization as a subject matter expert IT Service Delivery & Operations practices
Basic Qualifications:
Bachelor’s degree in Information Technology, Engineering or related field preferred, or equivalent work experience
Minimum of 5 years of experience working in the Information Technology field
Minimum of 2 years previous working experience in Information Technology Infrastructure Management and/or Information Technology Operations
Prior experience working in a 24x7x365 operation consisting of multiple technologies and locations preferred
Knowledge of ITSM and Service Delivery fundamentals required
Deep experience working with ServiceNow required
Prior experience working with PagerDuty (Event Correlation/Intelligence & Escalation Management) preferred
Experience with Quality improvement tools and techniques such as 6 Sigma, Kaizen, Kanban, etc. required
Familiarity with PCI requirements and security best practices
Demonstrated experience on cross-functional business initiatives
Proven track record of building consensus, negotiation, and diplomacy
Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at [email protected] or 1-800-444-9292.
Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.

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