Process Owner, Service Portfolio & Catalog Management (ITIL/ITSM)

Requisition 38718: Process Owner, ITIL Practices

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Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail. As part of Norfolk Southern, you'll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.

Primary Purpose:

Norfolk Southern is seeking a Process Owner responsible for ITIL practice roll out for all departments within the IT organization. Has overall accountability and responsibility for one or more ITIL practices. Supports the requirements of the stakeholders. This position has accountability for the process architecture, implementation, operation, and improvement of their accountable ITIL practices. All functional team operational process managers have a reporting relationship to the process owner. Ensures compliance with ITIL practice.

Primary Responsibilities:

Process Strategy
Prepares and submits the ITIL practice strategy to the SMO Leader for approval.

Process Governance
Chairs the Process Coordinator Council for their owned ITIL practice(s)
Ensures commitment and compliance to IT Service Management policies & processes.
Identifies gaps/issues and resolves issues that do not require IT Service Management Steering Committee approval.

Plans/Projects
Develops and submits the objectives, goals and plans for ITSM projects and operational plans to the SMO Leader for submission to the Steering Committee.
Submits project requests to the SVRO Workstream Leader for funding.
Coordinates ITSM projects with the ITSM program manager.
Submits joint project reports with the program manager to the Steering Committee.
Reviews changes in business requirements which may impact practice requirements.
Accountable for commitment to timeliness and quality of the assigned deliverable.

Budgets/Funding
Develops and manages an ITSM practice budget.
Monitors and reports all practice budgets to SMO Leader.

Process/Tool Change
Filters and categorizes submitted process RFC.
Approves minor policy and process changes.
Submits significant changes to the Process Owners Council and major changes to the Steering Committee.
Monitors the implementation of process changes.
Coordinates the review and approval of changes to the ITSM tool with the Process Owners Council and the ITSM Tool Product Owner.
Develops the process/tool-based training strategy.

Continuous Improvement
Provides oversight for individual practice improvement initiatives to assure that improvements are achieved.
Manages policy & process changes using release management.

Policies
Approves Portfolio level ITSM process policies.
Submits ITSM process policies to Process Coordinators Council for review and recommendation and submits recommendations for global ITSM process polices to the Process Governance Steering Committee.

Measurement and Reporting
Reviews, monitors, reports and initiates corrective actions on ITSM process KPI and process scorecard.

Process Operations
Primary process architect that ensures the process design is relevant and fit for purpose.
Provides input to staffing decisions regarding process managers and process champions.
Counsels on required resources to support expected process operations.
Provides feedback on process manager and process champion performance.

Communications
Conducts process-related communications to Stakeholders.
Primary champion / advocate of the process.
Provides feedback to Process Owners Council, Process Governance Steering Committee and Process Leader regarding concerns or issues relating to the process or process implementation at the cross-organizational level.

Controls and Compliance
Ensures controls are in place to ensure quality of process deliverables and on-going process performance.
Coaches the team members and stakeholders in understanding and implementing the process in the live environment.
Liaises with other teams as needed.
Ensures quality of team deliverables.
Recommends changes to ITSM process controls to Process Governance Steering Committee.
Ensures the success and quality of the process as it applies to cross-functional organizational units.

Education Required
Bachelor's degree, preferably in Information Technology

Experience Required
3-5+ years of experience in a Service Management Process Owner position.

Experience Preferred
5+ years of experience as ITSM Process Owner for IT Service and Operations Management.
Process Owner experience of ITSM Transformation implementation projects.
Process Owner experience deploying ITSM process and platform capabilities to enterprise.
Certified ITIL Professional
ServiceNow Certified

Work Conditions
Environment: Hybrid on-site (3) days and remote work (2) days per week.
Shift Work: No
On-Call: No
Weekend Work: No

Company Overview

Since 1827, Norfolk Southern Corporation (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that drive the U.S. economy. Today, it operates a customer-centric and operations-driven freight transportation network. Committed to furthering sustainability, Norfolk Southern helps its customers avoid 15 million tons of yearly carbon emissions by shipping via rail. Its dedicated team members deliver more than 7 million carloads annually, from agriculture to consumer goods, and is the largest rail shipper of auto products and metals in North America. Norfolk Southern also has the most extensive intermodal network in the eastern U.S., serving a majority of the country's population and manufacturing base, with connections to every major container port on the Atlantic coast as well as the Gulf of Mexico and Great Lakes. Learn more by visiting www.NorfolkSouthern.com.

At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization.

Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. Together, we power progress.