ITIL Remedy/ServiceNow integrator. We are looking for a Service Management Process owner to provide leadership and develop and manage projects which promote IT Service Management principles and guide Infrastructure and Operations maturity using Service Management methods.
| Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. |
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| Years | Required/Preferred | Experience |
| 8 | Required | Experience with ITSM and ITIL governance processes. |
| 8 | Required | Ability to think and act both strategically and tactically and know when to apply each type of action. |
| 8 | Required | Very strong communication skills: oral, written, presentation and facilitation. |
| 8 | Required | Technical understanding with ability to translate into business concepts. |
| 8 | Required | IT Service Management knowledge beyond theory. He/she has held roles which implement IT best practices. |
| 8 | Required | Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels. |
| 8 | Required | The ability to bring together and work with a team of people with varied backgrounds – business analysts, technical experts, process owners - to articulate and remedy service level issues. |
| 8 | Required | A good understanding of IT Outsourcing and Managed Services. |
| 8 | Required | Statistical, numerical and analytical principles and processes. |
| 8 | Required | Innovative thinking with service quality, and its improvement, within limits of costs and business direction. |
| 8 | Required | Adhere to Project Management best practices |
| 8 | Required | Experience with ITSM service tools, ServiceNow, and Remedy. |
| 5 | Preferred | Proficient in the use of Remedy On Demand |
| 4 | Preferred | IT Service Management certification ITIL V3 or V4 |
| 4 | Preferred | PMP Certification |
| 4 | Preferred | Business Process Engineering |
| 4 | Preferred | Technical Writing/Formal documentation skills |
| 4 | Preferred | Experience with ServiceNow in use with supporting external business partners. Experience with Cloud service provider AWS. |
| 3 | Preferred | Training experience |
| 1 | Preferred | Experience with ServiceNow security operations. Experience with DevOps tools (Jira, Gitlab, etc.) |
Initial Purchase Order Term:
Any Purchase Order resulting from this Request for Resumes is effective on the date of issuance and expires on the last day of the State fiscal year in which the Purchase Order was issued, unless sooner stated in the Purchase Order or unless sooner terminated, renewed, or extended as provided in the Purchase Order.
Renewal Option(s):
HHSC, at its sole discretion, may renew the Purchase Order for up to three, one-year optional renewals. Such renewal(s), if exercised, shall be subject to all the requirements and terms and conditions of the Purchase Order.
A) Services shall be provided during normal business hours unless otherwise coordinated through the Agency. Normal business hours are Monday through Friday from 8:00 a.m. through 5:00 p.m., excluding Texas state holidays when the agency is closed.
B) The primary work location will be 701 W. 51st, Austin, Texas 78751.
Position is remote at the location listed above but program will only accept LOCAL ONLY candidates for this position.
Please do not submit candidates who are currently out of state and are planning to move to Texas. Candidates must already reside in Texas.
C) Any and all travel, per diem, parking, and/or living expenses shall be at the worker’s and/or Vendor’s expense.
D) The worker may be required to work remotely at HHSC discretion, up to 100 percent of the time.
E) The worker may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through the Agency.
Interviews will be conducted: (check all that apply)
☐ By Phone
☐ In person
☒ Through Microsoft Teams
IMPORTANT INFORMATION
A vendor’s submission of a candidate may be disqualified if:
Initial Purchase Order Term:
Any Purchase Order resulting from this Request for Resumes is effective on the date of issuance and expires on the last day of the State fiscal year in which the Purchase Order was issued, unless sooner stated in the Purchase Order or unless sooner terminated, renewed, or extended as provided in the Purchase Order.
Renewal Option(s):
HHSC, at its sole discretion, may renew the Purchase Order for up to three, one-year optional renewals. Such renewal(s), if exercised, shall be subject to all the requirements and terms and conditions of the Purchase Order.
This position is subject to availability of funding.
Initial Purchase Order Term:
Any Purchase Order resulting from this Request for Resumes is effective on the date of issuance and expires on the last day of the State fiscal year in which the Purchase Order was issued, unless sooner stated in the Purchase Order or unless sooner terminated, renewed, or extended as provided in the Purchase Order.
Renewal Option(s):
HHSC, at its sole discretion, may renew the Purchase Order for up to three, one-year optional renewals. Such renewal(s), if exercised, shall be subject to all the requirements and terms and conditions of the Purchase Order.
A vendor’s submission of a candidate may be disqualified if:
In submitting a resume for this solicitation, the vendor attests to their compliance with e-verify for the submitted candidate. E-verify requirements are outlined in Appendix A, Section P. Immigration, of the Standard Terms and Conditions for Information Technology Staff Augmentation Contract.
Worker must sign an Acceptable Use Agreement as a condition of employment.
Worker must sign and return an HHSC Information Technology Staff Augmentation Contractor Integrity Agreement (IT Form 4710) before a purchase order is issued.
Vendor must sign and return and HHS Information Security Cybersecurity Training Acknowledgement (HHS Form 3834) before a purchase order is issued.
Vendor must conduct a criminal history investigation of the Worker and provide the results to HHSC prior to the issuance of any purchase order. The criminal history investigation must have been conducted within six months prior to the issuance of any purchase order, including a purchase order for modifying or extending the terms of the agreement. Should the Worker not be acceptable to HHSC at any time because of the results of the criminal history investigation, then HHSC may immediately terminate its purchase order and related service agreement or request replacement of the Worker in question.
By accepting the purchaser order, the Vendor agrees to comply with the HHS Data Use Agreement.