Company Overview:
When you join Dow Jones, you become part of the most dynamic, creative and savvy news and information companies in the world. As a global leader in news and business intelligence, we''re newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television--including some of the widest-read and most-respected brands, like The Wall Street Journal, Barron''s, MarketWatch and DJX, our flagship news and analytics platform. Our media inform the discussions and decisions that are vital to the world''s commerce, while our databases make the business world more transparent. We continually develop technology to transform information into insight and prosperity. From over 50 countries and in over a dozen languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.
Job Description:
The Senior Process Manager position supports the design and implementation of mission-critical IT service processes across the enterprise. Key responsibilities include ITSM process roadmap development, and day-to-day hands-on management of mission-critical processes (as assigned). Day-to-day process management responsibilities include managing inputs and outputs and process documentation for assigned processes.
The Senior Process Manager is also responsible for leading cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Department. This role is also responsible for providing IT leadership with cross-process KPIs along with data-backed recommendations for continuous improvement. This role also leads implementation of approved process improvements across all stakeholders, while mentoring other process managers to optimize team performance.
The role requires strong team leadership skills, advanced capabilities in ITSM process management within the enterprise, exceptional written/verbal communication skills, advanced fluency in data-driven analysis to drive sound business decisions, and the ability to deliver quality service to our internal and external customers.
**RESPONSIBILITIES:**
Process Management
**General**
* Design, implement, manage and continuously improve core ITSM processes
* Provide leadership team with tactical and strategic recommendations based on cross-process KPI
* Develop, implement and manage cross-process compliance
* Manage implementation of process improvements across all stakeholders
* Audit documentation of core processes to insure cross-process continuity, alignment continuous improvement roadmap
* Mentor other process managers (within and outside of ITSM team)
* Perform reviews of major incidents, major problems, and/or changes, as per assigned processes
* Specific Process-Related Duties (as per assigned processes)
* **Incident Management**
* Ensure service failures are recorded and managed according to agreed procedures
* Ensure that service is restored at the earliest appropriate opportunity
* Serves as the primary communication point with customer base and other IS groups on escalated support issues
* Ensure escalation procedures are invoked as necessary
* Ensure Incident Management knowledgebase up-to-date and optimized for efficient Incident resolution
* Participate in formal process Incident process roadmap and new services planning, as pertains to Incident
* **Problem Management & Continuous Improvements**
* Facilitate the root cause identification, recording, investigation, and removal of existing causes of service failure
* Proactively identify and seek to avoid potential causes of service failure
* Coordinate technical support to lead/assist in the minimization of consequences of service failure (work-arounds)
* Maintain knowledgebase problems, known errors, and work-arounds
* **Change Management**
* Manage changes to configuration items to maximize business benefit while minimizing risk
* Chair the Change meetings, in accordance with existing Change documention
* Convene Emergency Change meetings, as appropriate
* Ensure all concerned parties are aware of planned changes
* Ensure compliance with change processes (accountability, impact analysis, validation, etc.)
* **Knowledge Management**
* Develop and manage Service Knowledge Management Systems for enterprise IT department
* Develop, implement, manage and continuously improve knowledge management processes in accordance with industry best-practices
* Manage day-to-day i/o for ITSM team knowledgebase to maximize business benefits
* Responsible for critical assessment and harvesting knowledge in the enterprise to support service delivery
* Other duties as assigned
**
* Configuration Management**
* Manage changes to configuration items is such a way as to deliver business benefit while minimizing risk
* Plan the structure and content of the CMDB
* Manage the CMDB info held about infrastructure components and relationships
* Help to assess the full impact of the proposed changes
* Generate relevant CM standards, policies, and plans
* Perform configuration audits and with the variations
**Service Management and Support**
* Ensures the team demonstrates ownership of calls throughout the "life-cycle" of the call.
* Provides troubleshooting, problem analysis, debugging, and resolution of assigned system issues
* Compiles data in order to analyze helpdesk performance, identify trends and recommend solutions.
* Creates all service management reports for distribution to IT Management
* Develop prevention strategies based on tracking and trending analysis
* Monitors and reports on service level compliance across Information Services
* Coordinates activities between multiple support groups to ensure adherence to Service level requirements where multiple groups are needed to resolve a single incident
* Provides effective training and support
* Performs other duties as assigned
**IT Operational Support**
* Utilizes IT Operational support systems to include, Change Control, Problem Management, and other systems as required
* Ensures all service issues and requests are handled effectively within the team
* Documents and shares new knowledge gained during troubleshooting and research
* Provides analysis of issues to Support Center Manager including identifying root causes, work around and permanent solutions
* Measures, interprets and analyze data collected in the service management tool to prepare reports and statistics for use by management to identify historic trends
* Identify areas to focus customer education and training activities
* Coordinates EOC team activities, managing customer expectations and reviewing user feedback
* Assists in the development of quality assurance standards, procedures, documentation and controls for EOC operation
* Provides information that allows support processes to be optimized, incidents to be reduced, and management planning to be carried out
* Recommends changes in operation of the EOC to respond to changing customer requirements/expectations and to improve management of customer service issues
* Assists with other departmental activities as required in maintaining the required levels of service to our customers
* Motivates and guides team members to continuously improve performance deliverables. Identify training needs and address the same by coordinating with various IT groups
* Interact with customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value
* Leads business process improvement team
**Project Management**
* Applies project management principles, industry best practices, and IT Project Management Office (PMO)methodologies to all assigned projects.
* Leads and participates in project scope development, project status reporting, schedules project execution, manages vendor performance and customer expectations, and facilitates meetings. Interacts closely with the PMO for planning and status reporting.
**Information Assurance**
* Knowledgeable of and adheres to DJ/NewsCorp policies, processes, procedures, standards, and guidelines governing privacy, security, and disaster recovery/business continuity
* Actively protects sensitive, classified, and confidential information
* Uses and accesses systems and information only for authorized purposes and in accordance with security procedures and guidelines to perform job duties as assigned
* Follows established procedures and supports internal and external audits of systems and information for assigned areas of responsibility
* Maintains systems to keep information and resources secure and safe from known vulnerabilities to include updating applications and systems with security patches and code updates, applying appropriate virus protection, and testing changes before placing into production environments
**Teamwork, Collaboration, Professionalism and Leadership**
* Works with other IT staff in functional or cross-functional teams to meet goals, objectives, and responsibilities
* Maintains a professional demeanor in conducting job duties and accepts accountability for their performance
* Fosters a team atmosphere within IT and other DJ/News Corp departments by interacting with others in an honest and straightforward manner, listening to and valuing the opinions and ideas of others, sharing knowledge, and helping others to accomplish goals
* Mentors and trains ITSM staff members in areas of specialty
* Conduct regular refresher training for the team on processes & policies
* Responds flexibly & positively to change through active involvement
* Sets the example in establishing and maintaining a professional demeanor and being accountable for their performance
* Develops and maintains expert level knowledge and skills in technical and professional areas
**DESIRED SKILLS & EXPERIENCE**
* At least 5 years demonstrable experience in ITSM / ITIL implementations and support and project management
* Bachelor Degree in related Computer Science areas or equivalent experience required
* Certified ITIL Expert
* Experience in media environments preferred
* Understanding of the needs, objectives and constraints of ITSM operations and management
* Proficient in the use of metrics used for decision-making
* Ability to make clear decisions in stressful situations
* Exceptional listening, facilitation, conceptual thinking skills
* Proficient in the use of a range of problem solving techniques
* Ability to break down complex problems into manageable elements
* Well respected, authoritative, strong communication skills, ability to manage and delegate
* Good understanding of the services, customer dependencies, the IT infrastructure components, and the service development life-cycle
* Able to balance the need for info against a desire to record data
* Exceptional customer service, interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts
* Positive professional image
Equal Opportunity Employer:
**Dow Jones**, Making Careers Newsworthy
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. **EEO/AA/M/F/Disabled/Vets**
*Requisition ID:* 2014-23469
*Job Locations:* US-NJ-PRINCETON
*Job Function:* IT Devt