Description
Requisition 38717: Process Manager, ITIL Practices
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Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail. As part of Norfolk Southern, you'll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.
Primary Purpose:
Responsible for the day-to-day execution of the practice. The Process Managers take direction from the Process Owner in order to ensure consistent execution of the process across all areas of the organization. Managers of an ITSM process accountable and responsible for day-to-day Enterprise process operations.
Primary Responsibilities:
Process Strategy
Executes the defined process strategy to meet the process goals to support business needs and goals.
Provides feedback to the Process Owner about the process strategy.
Process Governance
Participates on the Process Coordinators Council.
Plans/Projects
Provides input to the process owner and the Process Coordinator Council during the development of the objectives, goals, and plans for ITSM projects and operational plans.
Identify resources required to support ITSM projects.
Provides information to the Process Owner regarding changes in the business.
Process/Tool Change
Identifies and submits process and/or tool change recommendations to the process owner for review at the Process Coordinators Council.
Develops and implements process/tool-based training in alignment with the process/tool-based training strategy.
Continuous Improvement
Identifies potential Continual Process Improvement (CPI) opportunities and recommends CPI initiatives to the Process Coordinators Council.
Policies
Enforces compliance of ITSM policies.
Identifies and submits requests for new policies or updating existing policies to the Process Coordinators Council or Process Owner.
Measurement and Reporting
Provides input to the ITSM process scorecard and monitors ITSM business function process KPI reports to the Process Owner and Process Coordinators Council.
Monitors the KPIs and management metrics for their respective area.
Process Operations
Oversight for day-to-day operation of an ITSM process within afunctional team.
Coordinates with the subject matter experts and practitioners of an ITSM process.
Communications
Conveys ITSM business function, process-specific communications to business function process stakeholders.
Identifies opportunities to support implementation or improvements to the ITSM process.
Provides feedback to the Process Coordinator Council and process owner regarding concerns or issues relating to the process at the functional level.
Controls and Compliance
Implements the ITSM operational process controls.
Monitors process controls and makes operational adjustments to assure continued compliance at the functional level.
Recommends improvements to the ITSM process controls to the Process Owner
Conducts process efficiency reviews.
Education Required
Bachelor's degree, preferably in Information Technology
Experience Required
5+ years of experience in a Process Manager, ITSM, or ITIL practice position.
Experience Preferred
Experience of ITSM Transformation implementation projects
Experience deploying ITSM process and platform capabilities to enterprise.
Certified ITIL Professional
ServiceNow Certified
Work Conditions
Environment: Hybrid on-site (3) days and remote work (2) days per week.
Shift Work: No
On-Call: No
Weekend Work: No
Company Overview
Since 1827, Norfolk Southern Corporation (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that drive the U.S. economy. Today, it operates a customer-centric and operations-driven freight transportation network. Committed to furthering sustainability, Norfolk Southern helps its customers avoid 15 million tons of yearly carbon emissions by shipping via rail. Its dedicated team members deliver more than 7 million carloads annually, from agriculture to consumer goods, and is the largest rail shipper of auto products and metals in North America. Norfolk Southern also has the most extensive intermodal network in the eastern U.S., serving a majority of the country's population and manufacturing base, with connections to every major container port on the Atlantic coast as well as the Gulf of Mexico and Great Lakes. Learn more by visiting www.NorfolkSouthern.com.
At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization.
Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. Together, we power progress.
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