Vaga de Process Manager, ITIL CoE
1 vaga: | Publicada em 01/03
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Rimini Street, Inc. (Nasdaq:
RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise
software support, products and services, the leading third-party support provider
for Oracle and SAP software and a Salesforce and AWS partner. The Company has
operations globally and offers a comprehensive family of unified solutions to run,
manage, support, customize, configure, connect, protect, monitor, and optimize
enterprise application, database, and technology software, and enables clients to
achieve better business outcomes, significantly reduce costs and reallocate
resources for innovation. To date, over 5,300 Fortune 500, Fortune Global 100,
midmarket, public sector, and other organizations from a broad range of industries
have relied on Rimini Street as their trusted enterprise software solutions
provider. To learn more, please visit riministreet.com, and connect with Rimini
Street on Twitter, Instagram, Facebook, and LinkedIn. (IR-RMNI).
We are actively seeking a ITIL CoE Process Manager. This is a remote position and
can be based anywhere in Brazil.
Position Summary
Reporting to the Director of ITIL Center Of Excellence, the ITIL quality manager
will promote the organization's culture and manage the departments service
management processes and system capabilities comply with company policies and
various international quality standards including ISO/IEC 20000 (IT Service
Management Code of Practices.) A qualified candidate will have recent experience
developing and managing the governance of a companys global ITIL/ITSM program,
and possess accredited ITIL certifications.
In addition, this person will assist with improvements to current internal managed
services methodologies, recommend new processes, procedures, and provide
analytical support, training, and guidance to other teams as needed. Working with
numerous remote team members spread across multiple time zones is required in this
role.
Essential Duties & Responsibilities
Develop the overarching business and management framework for governance and
management of the enterprise service management program.
Develop, design, and standardize ITIL-based ITSM processes, including Incident
Management, Problem Management, Change Management, Release Management, Service
Request Management, and other related processes to enable optimal service delivery
by support and leadership teams.
Collaborate with cross-functional teams to establish improvement goals, key
performance indicators (KPIs), and targets.
Maintain comprehensive documentation of ITSM processes, including process flows,
standard operating procedures (SOPs), and work instructions.
Identify and mitigate risks and obstacles that may impede the success of projects,
proactively addressing challenges and implementing appropriate solutions.
Stay up to date with industry trends and best practices in governance
methodologies, tools, and techniques, and provide recommendations for their
application within the organization.
Some International travel may be required.
Additional Duties & Responsibilities
Demonstrate high levels of energy in your leadership.
Advocate for the team and uphold our culture of accountability through effective
communication.
Strive for excellence and maintain high-quality standards in all work performed.
Foster trusted advisor relationships with business partners by demonstrating
credibility, reliability, empathy, and a focus on their needs.
Perform additional job-related duties and responsibilities as assigned.
Experience
10+ years of experience in technology or service management
Exceptional communication and interpersonal skills
Analytical mindset with ability to assess complex situations and provide practical
solutions
Deep working knowledge and understanding of ITIL and IT Service Management, and
COBIT 5.
Working knowledge of ServiceNow is a plus
Consulting experience is a plus
Skills
Advanced knowledge of ITIL best practices, IT Service Management and managed
services.
Broad expertise in service management systems like ServiceNow, Salesforce Service
Cloud, Cherwell, and Jira.
Ability to be persuasive and influence customer relationships in a positive
direction
Skills in MS Office Suite (Word, Visio, Excel, Power Point, MS Teams, etc.)
Ability to multitask, managing competing priorities and administrative tasks.
ITIL certification required
Education
Bachelors or masters degree in computer science or related field, or equivalent
work experience
ITIL certification at the Expert or Master Level
Language
Fluency in both English & Portuguese is required.
Location
Brazil, remote
Why Rimini Street?
We are looking for talented, passionate people to help us build our future at
Rimini Street. We hire only the best, the most extraordinary professionals and
provide compensation, bonuses, and benefits to match the skills of our
top-performing team members. Do you thrive in a fast-paced environment, enjoy
growing together, and get excited about learning new skills? Are you looking for
an opportunity to make a true impact as part of a team of extraordinary
professionals? This is the place for you.
Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs:
Company
We dream big and innovate boldly.
Colleagues
We work with extraordinary people who create a culture of mutual respect and
collaboration.
Clients
We relentlessly pursue solutions that help clients achieve their goals. Our
unmatched client care is rooted in our passion for exceptional service.
Community
We believe in leaving the world a better place than we found it. With the Rimini
Street Foundation, weve made positive impacts in six continents for over 425
charities.
Accelerating Company Growth
Nasdaq-listed under ticker symbol RMNI since October 2017
Over 5,300 signed clients, including over 180 of the Fortune 500 and Global 100
companies
Over 2,000 team members in 23 countries
US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here:
https://www.riministreet.com/company/awards/.
Rimini Street is committed to creating a diverse and inclusive environment and is
proud to be an Equal Employment Opportunity Employer. All qualified applicants
will receive consideration for employment without regard to age, race, color,
religion, national origin, sexual orientation, gender or gender identity,
disability, protected veteran status, or any other characteristic protected by
law.
To learn more about how Rimini Street is redefining the enterprise software
support industry, visit http://www.riministreet.com.
Please Note:
Rimini Street does not accept resumes submitted by recruiting/staffing firms
unless specifically requested by Human Resources. Unsolicited resumes will be
ineligible for referral fees.