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ATI has an exciting opportunity for an ITSM Sr Process Leader to join the Enterprise End User Services Digital Technology (IT) team. This role will be located in Dallas, TX or Pittsburgh, PA and requires minimal travel.

In the evolving landscape of Aerospace and Defense manufacturing, the role of an ITSM Analyst stands out as a cornerstone in our Infrastructure and Technology Shared Services organization. This role demands a forward-thinking individual with a knack for driving the adoption and enhancement of IT Service Management (ITSM) processes across all of ATI's business units. The ideal candidate is a detail-oriented, data-driven problem solver with a consultative approach to continuous improvement. Working under the guidance of the Director of ITSM and Service Desk, you will be instrumental in formalizing and refining processes related to incident, problem, change, and asset management, ensuring the seamless operation of our digital, IT, and OT functions.

As an ITSM Analyst with ATI, you will be at the forefront of our digital transformation journey. Your efforts will directly contribute to creating a world-class user experience, enhancing operational efficiency, and supporting our overarching business strategies. This position offers the unique opportunity to work alongside top-tier professionals in a dynamic, technology-driven environment, where your contributions will not only be valued but will also have a tangible impact on our success in the digital era.

Key Performance Objectives:

ITSM Process Optimization: Spearhead the adoption and optimization of ITSM processes across business units, focusing on incident, problem, change, and asset management. Utilize ServiceNow to streamline work activity, aiming for a significant improvement in process efficiency and user satisfaction.

Policy and Procedure Development: Collaborate with the Director to develop and implement comprehensive policies and procedures that standardize ITSM practices across the corporation. Your goal is to establish a robust framework that ensures consistency, reliability, and adherence to best practices in IT service management.

Data-Driven Service Improvement: Deliver regular presentations and reports that utilize data analysis (e.g., PowerBI) to highlight service status, trends, and areas for improvement. Promote the value of ITSM core processes through effective communication and advocacy.

Change Management Leadership: Lead change approval board activities, demonstrating exceptional project management skills. Guide the helpdesk team and other stakeholders through the change process, minimizing resistance and ensuring a smooth transition to new practices.

Stakeholder Engagement and Collaboration: Forge and maintain strong relationships with internal and external stakeholders, ensuring alignment with digital transformation and business strategies. Stay abreast of IT sector developments and integrate industry best practices into our ITSM framework.

Basic Qualifications

• Bachelor's or associate degree in information technology or related discipline from an accredited college, program, or university.
• At least 3 years of ITSM leadership experience with demonstrated responsibility.
• At minimum 2 years working in the capacity of Service Now administrator or technical consultant.

Or

• In lieu of a bachelor's degree, at least 5 years of ITSM leadership experience

Preferred Qualifications (In addition to Basic Qualifications)

• Experience gathering customer needs and turning them into requirements.
• Project management experience a plus.
• Experience in the manufacturing, utility, or telecommunications industries.
• Experience in a regulated industry, critical infrastructure sector or DOD contractor.
• Relevant professional certification or accreditations (ITSM, ITIL, CMMC).

Skills

• Effective oral, written, and interpersonal skills with the ability to work collaboratively with cross-functional teams and stakeholders as well as engage both technical and non-technical groups.
• Proficient in ITSM software (ServiceNow, other)
• Skilled in data analysis and reporting tools (PowerBI, etc)
• Possess the savvy to work across organizational lines within the company and influence key internal executives and business line directors.
• Basic understanding of standard IT responsibilities (network configuration, wireless connections, desktop/laptop management, operating system management, IT security, firewall, VPN, remote access, A/V technology, etc.)

*It is ATI's policy to not provide immigration sponsorship for any of the company's positions.

ATI and its subsidiary companies will provide equal employment opportunities to all applicants without regard to applicant's race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, veteran status, disability status, or any other status protected be federal or state law. The company will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested.