IT Services Lead - Remote - Remote, WI, US

Auto req ID: 23322  
Title: IT Services Lead - Remote  
Job Function: Digital  
Location: Remote 
Company: Harley-Davidson Motor Company  
Full or Part-Time: Full Time  
 

 At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand, and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

We maximize employee flexibility and well-being through a virtual mindset that supports our highly distributed, global workforce. We take an outcome-focused, people-centered approach to winning, including welcoming the best talent - wherever they may be.

This remote role is not tightly linked to a physical location and provides flexibility in where, when and how you accomplish your work. Remote employees are expected to have a dedicated, quiet and distraction-free work space and an internet connection that’s sufficient for completing their job remotely.

Job Summary

This position provides coaching and support of ITIL processes leveraged by Digital Office (DO). The candidate will be able to translate business requirements into Shared Services processes and ensure adherence to the ITIL best practices. Critical to the success of the position is individual credibility and the ability to work effectively and interdependently with stakeholders. Primarily, the candidate should understand, develop, and improve the following ITIL processes:

• Service Asset and Configuration Management 
• Incident Management 
• Problem Management
• Service Level Management

Job Responsibilities

• Define, execute, and manage the strategy for maintaining the Configuration Management Database (CMDB) as the primary source of truth for Digital Office IT assets and configuration data
• Define and execute the process of auto-discovery of IT assets and configuration data
• Define metrics for and report the health of the CMDB for all of the Digital Office
• Define, execute, and manage the strategy for Incident Management and Problem Management processes
• Define and report on metrics for Incident Management and Problem Management processes
• Document and communicate processes to the Digital Office segment staff and stakeholders
• Monitor Key Performance Indicators (KPIs) and Critical Success Factors for Asset Management, Configuration Management, asset discovery and data configuration, asset audit, governance and risk compliance, and service level validation
• Facilitate annual and ad-hoc audits with process walkthroughs, reporting, and evidence
• Coach and mentor stakeholders through process definition and align them to our global support processes
• Ensure IT infrastructure, processes, tools, and roles are appropriate for the agreed targets
• Train Digital Office staff and business partners on the use of Digital Office processes
   

Education Requirements

Education Specifications

• Bachelor’s degree in computer science, Mathematics, Business Administration, Information Systems is preferred
• Advanced ITIL Service Design certification desired
• Project Management Institute (PMI) certification a plus

Experience Requirements

Required 

• Typically requires a minimum of 8 years of experience implementing multiple ITIL best practices and processes globally
• Strong communication and interpersonal skills to effectively provide and receive information relative to assigned projects
• Strong organization skills and excellent problem-solving skills to handle changing priorities and tight schedules
• Demonstrated experience with continuous improvement processes
• Ability to design and create reports that meet the businesses reporting requirements
• Ability to manage multiple complex initiatives simultaneously
• Experience with requirements analysis tools
• Experience with CMDB management software (e.g. IFS Assyst, IFS ITOM, Servicenow)

Preferred 

• Working with multiple software packages, platforms, or technologies related to ITSM processes
• Understanding of the configurations available in CMDB tools, preferably IFS Assyst
• Knowledge and experience analyzing IT business strategies, capabilities, and processes, along with identifying IT capabilities than enable them
• Experience with Power BI reporting, Java scripting and SQL scripting
• Experience with cloud ITOM interfaces
   

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds, without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic protected by law. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.

The pay range shown represents the national average pay range for this role. Your pay may be more or less than the stated range and is dependent on your geographic location and level of experience.

We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more. Learn more about Harley-Davidson here.

 
Applicants must be currently authorized to work in the United States.

 
Direct Reports: No 
Travel Required: 0 - 10% 
Pay Range: $88,200-136,900 
Visa Sponsorship: This position is not eligible for visa sponsorship 
Relocation: This position is not eligible for relocation assistance 

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