• Define current state processes in areas where process is vague, weak, or undocumented. • Document future state processes, or next iterations of current processes such as Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, Project and Portfolio management, Test Management, Facilities Management, HR Management and Request Fulfillment. • Define and document design requirements to support all process implementations using Agile Scrum SDLC and/or Waterfall methodologies. • Champion organizational change and adoption of service management best practices by providing coaching and training until processes become engrained into the culture. • Provide guidance and input to stakeholders, leaders, developers and quality assurance testers throughout the ITSM program. • Act independently to review operational processes with other key IT and business entities and work closely with IT to efficiently operationalize key processes. • Conduct research, develop, and recommend solutions to integrate people, processes, and technology to improved IT process principles.