ITSM Process Owner - Torrance, United States - American Honda Motor

Description

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.

At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda's, we want you to join our team to Bring the Future

Job Purpose

Honda is developing a Process Owner Role for its ServiceNow (ITSM) platform that will be responsible for the platform direction, processes/procedures, governance and training of all areas within the application. This role is specific to the CMDB (Configuration Management Database) module and change management. Roles and functions relating to this role include:

Change Management Process Owner / CAB Administrator:

• Establish and govern integrated and systemic processes in relation to change management and CAB administration within American Honda.
• Develop the organization's expertise in the Change Management processes and methods.
• Empower change owners and users to utilize the processes relating to change management
• Administer the regional CAB board—preparing meetings, coordinating, facilitating and acting as the CAB chair.
• Facilitate a change management steering committee focused on process and system improvements relating to change management within Service Now. Committee will consist of support team members from multiple departments that utilize the change process.
• Prioritize and coordinate with the ServiceNow development team any systematic changes being requested.
• Facilitate projects focused on improvement of change management module, automation and utilization of the platform.

Configuration Management Database (CMDB) Process Owner / Governance Lead:

• Establish and govern integrated and systemic processes in relation to the CMDB within American Honda.
• Develop the organization's expertise in the CMDB processes and methods.
• Empower configuration item owners and users to utilize the processes relating to CMDB
• Facilitate a CMDB steering committee focused on process and system improvements relating to configuration management within Service Now. Committee will consist of support team members from multiple departments that utilize the CMDB process.
• Prioritize and coordinate with the ServiceNow development team any systematic changes being requested.
• Facilitate projects focused on improvement of CMDB data model, Configuration Items, automation, and utilization of the platform.

Key Accountabilities

Change Management Process Owner / Steering Committee Lead:

• Provide consultation to the business and customer for both internal and external on the technical possibilities of ServiceNow in relation to change management.
• Define, maintain, train policies and procedures relating to change management as it pertains to American Honda's IT division.
• Establish and maintain governance and audit processes for change management within ServiceNow
• Facilitate change management steering committee
• Lead or participate in projects relating to the improvement and automation of change management within American Honda.

Configuration Management Process Owner / Steering Committee Lead:

• Provide consultation to the business and customer for both internal and external on the technical possibilities of ServiceNow in relation to configuration management.
• Define, maintain, train policies and procedures relating to configuration management as it pertains to American Honda's IT division.
• Establish and maintain governance and audit processes for configuration management within ServiceNow
• Facilitate configuration management steering committee
• Lead or participate in projects relating to the improvement and automation of configuration management within American Honda.

CAB Administrator:

• Document, maintain, train and champion CAB processes within American Honda
• Prepare for, document and facilitate regional CAB meetings for American Honda
• Identify improvement opportunities and work with CAB members, ServiceNow team members and leadership to implement and train changes accordingly.
• Work together with other Honda Leaders to provide input for the direction and vision of IT Services enabled through the ServiceNow Platform.
• Provide technical leadership and best practice input for Honda's ServiceNow Platform multi-year roadmap to meet business needs of faster delivery, quality, and cost effectiveness.
• Participate in and recommend on-going continuous improvement for the region.
• Work closely with team members and process owners to guide the delivery of services and processes through best practices in ServiceNow and leading benchmark efforts.

Workstyle

Hybrid

#LI-Hybrid

Qualifications, Experience, and Skills

Education:

• Bachelor's degree or equivalent years of experience

Certifications (Preferred):

• ITIL v3 or ITIL 4 foundation Level certification
• ITIL Certification

Key Skills:

• 2 to 3 or more years of work experience on ServiceNow, Database, Enterprise Level Service Platforms
• Advanced working knowledge with ServiceNow Platform Model
• CMDB Fundamentals: Deep understanding of CMDB concepts, including relationships, impact analysis, and data normalization.
• Governance Practices: Knowledge of governance frameworks and practices. This includes defining policies, roles, responsibilities, and access controls.
• Change Management Frameworks: In-depth knowledge of change management frameworks beyond ITIL, such as Prosci or Kotter's model.
• ServiceNow: Familiarity with CMDB interactions and integrations within ServiceNow and how they are most commonly used in enterprises.
• Change Management Experience: Prior involvement in managing change processes within an organization. Understanding the end-to-end change lifecycle is crucial.
• Process Design: Experience in designing and optimizing change management processes, including defining workflows, roles, and responsibilities.
• CAB Participation: Prior involvement in CAB meetings or similar forums.
• Process Coordination: Experience in coordinating CAB activities, including scheduling meetings, preparing agendas, and documenting decisions.
• Stakeholder Management: Ability to collaborate with various stakeholders, including executives, project managers, and technical teams.
• Experience with developing and delivering training on process, standards and policy.
• Understanding of IT Service Management (ITSM) related to common service level agreement (SLA) measurements

Other job-specific skills:

• Communication Skills: As a CMDB & Change Management Process owner, you'll collaborate with various stakeholders, including IT teams, business units, and executives. Effective communication is vital for successful governance.
• Analytical Abilities: You'll analyze data, identify patterns, and make informed decisions. Strong analytical skills are necessary to maintain data accuracy and integrity.
• Problem-Solving: CMDB/Change Mgmt-related challenges often arise. Being able to troubleshoot issues, resolve conflicts, and find solutions is essential.
• Attention to Detail: CMDB accuracy relies on precise data entry. Attention to detail ensures that CIs are correctly recorded and linked.
• Process-Oriented Mindset: Understanding and improving CMDB & Change Management processes is part of the role. A process-oriented mindset helps streamline governance.
• Leadership: Ability to lead change initiatives, influence others, and drive adoption.
• Risk Management: Understanding of risk assessment and mitigation strategies.
• Must be able to conduct presentations and training in group settings in a professional and courteous manner.
• Must be able to learn new and emerging concepts very quickly.
• Ability to prioritize workload, work independently and within teams
• Good understanding of the organization's goals and objectives.
• Highly motivated and customer focused
• Ability to work well in a cross-functional, matrix management environment with a highly collaborative, team-oriented approach to problem solving
• Experience in defining measurable business performance improvements and in measuring "hard" business benefits.
• Comfortable in discussing issues, strategy and negotiating with project managers.

Benefits and Total Rewards

Total Rewards:

• Competitive base salary.
• Overtime
• Annual Bonus
• Industry-leading Benefit Plans (Medical, Dental, Vision)
• Paid time off, including vacation, paid holidays, sick time, and personal days
• 401(K) Plan with company match + additional contribution

Career Growth:

• Advancement opportunities
• Career mobility
• Education reimbursement for continued learning
• Training and Development programs

Additional Offerings:

• Well-being program
• Annual lifestyle bonus: $ 1K
• Community service and engagement programs
• Product programs
• Free drinks onsite

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.