Job Location: New Albany, OH
Business Unit Description:
Bob Evans Farms operates in multiple convenience foods categories within grocery and club. It holds #1 market positions in three major categories. This winning brand has been experiencing strong growth, a trend it’s expecting to continue mostly through its leadership in the refrigerated dinner and breakfast categories. In addition to its flagship Bob Evans brand, the Bob Evans Farms portfolio proudly includes Owens, Simply Potatoes, Egg Beaters, Davidson’s and Pineland Farms. Bob Evans Farms products are distributed nationally in retailers throughout North America. This includes national grocery chains like Kroger, Safeway, Whole Foods Market, and SuperValu; mass merchants Target and Walmart; as well as club stores and via e-commerce.
Responsibilities:
- Works under the supervision of the Manager of IT Infrastructure and Operations with responsibilities for the change management, major incident, and problem management processes
- Acts as service management IT liaison to the change management process by reviewing requests for changes, running the morning CAB meeting, distributing IT change communications, and auditing changes for compliance to IT policies
- Supports the successful resolution of major incidents by coordinating IT teams, managing business communications, and documenting relevant information as a major incident ticket
- Coordinates IT problem management efforts and root cause analysis. Monitors progress on the resolution of known problems; owns the problem knowledge database
- Manages, reports, and communicates on the KPIs of owned processes. Uses metrics to look for opportunities for continuous improvement in our ITIL processes
- Works with business colleagues to help establish appropriate service level objectives for system reliability and availability and implements technology and processes to achieve SLA objectives
- Works with IT application and infrastructure owners to develop disaster recovery objectives.
- Assists with training of IT team members on processes and policies
- Supports the continuous evolution of ServiceNow by collecting requirements for proposed changes and improvements and testing of new releases
- Provides support for IT systems, including out-of-hours support when required
Qualifications:
Education Level:
- Bachelor’s Degree in Information Systems, Computer Science, or equivalent experience.
Experience:
- Minimum of 3 years ITSM process management experience
- 2 years of experience with ServiceNow IT Service Management
- Solid understanding of Service Management concepts and ITIL processes is required
- Knowledge of CMDB concepts & practices
- Some background with Disaster Recovery processes & procedures
- Familiarity with Service Management API services
- Experience working with all levels of IT management
- ITIL Foundations Certification preferred but not required
Bob Evans Individual Contributor Success Practices:
- Persevering
- Developing Resourcefulness
- Taking Initiative and Measured Risks
- Delivering Consistent High-quality Results
- Working Hard and Adding Value
- Setting Work Priorities
- Informing Peers and Bosses
- Collaborating
- Being Coachable
- Building and Having a Growth Mindset
- Building Uncertainty and Ambiguity Management Skills
- Leveraging high Aspirations and Personal Growth
Skills:
- Ability to work collaboratively and cohesively with company peers and Post Holdings partners.
- Ability to anticipate work needs and follow through with minimal direction. Must be a self-motivated self-starter.
- Must possess the ability to always maintain external and internal confidentiality.
- Ability to troubleshooting and problem solve
- Analytical and decision-making skills
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