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Process Owner/Lead - ITL/ITSM
Mounds View, Minnesota  |  Remote
Contract Position
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Applied on September 19, 2021
Job Id #50434 Posted September 9, 2021

100% remote anywhere in the US
4 year degree required
- Excellent understanding of core ITIL processes (catalog, request, incident, change, release, problem, knowledge, asset and configuration management) and understand the interdependencies between them.
- Proven experience within an ITSM Process Ownership role.
- Has successfully led ITSM projects driven by the end-user experience working within a global company.

Spotlight Call - 9/13 10 central

RATEL Competitive Bid

Medtronic - Remote Position
Sr Business Analyst - ITIL/ITSM
6+ Month Contract
(likely extensions)
*background check required

Continuous improvements activities motivate you as the Process Owner/Lead of the Incident Management process to support our IT Service Management journey. With more than 700k incidents each year you will be focusing and owning the end-to-end process and exploring ServiceNow capabilities to improve user experience. Its all about being the champion for IT stakeholders regarding the Incident management process and partnering with services teams to drive value for our internal customers.


  • You are developing and managing the strategic roadmap with key initiatives for the improvement of the Incident Management process.
  • Overseeing overall performance and results of the process using best practice KPIs and Critical Success Factors (CSF).
  • You are developing process reporting and will be reporting out process status to peers and leadership.
  • Ensuring great ideas translate to the functional specifications and partners with other disciplines to solicit end user feedback throughout the Software Development Life Cycle (SDLC) process.
  • You are identifying designs of customer feedback vehicles with its ITSM consumers to understand current state of the process area and creates action plans to improve maturity levels.
  • Keeping abreast of industry innovations, trends and changes regularly to plan and recommend new technologies.
  • You are acting as liaison to IT teams to promote value and benefits of the process.
  • Ensuring that all relevant staff are executing the process, have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process.
  • You are explaining ITSM toolset functionality and capabilities to IT and business partners and leads creation of training packages for its consumers.
  • You are reviewing and approving all new, procedural and changes to documentation and work instructions for the respective process.
  • You are leading on regular cadence ITSM collaboration sessions with Process Managers on the identification and delivery of continual improvements of the process area (people, process, technology).
  • You are leading process integration efforts with other ITSM processes.
  • You are facilitating and working on solving cross-functional ITSM issues and manages escalations within the process.
  • You participate in internal and external audits as required.
  • You are performing all other duties and tasks as assigned.


  • Bachelors degree.
  • 4+ years of experience with a bachelors degree or 2+ years of experience with an advanced degree.


  • Preferred degree discipline: Computer Science, Management Information Systems or other IT related area.
  • Excellent understanding of core ITIL processes (catalog, request, incident, change, release, problem, knowledge, asset and configuration management) and understand the interdependencies between them.
  • Proven experience within an ITSM Process Ownership role.
  • Has successfully led ITSM services and support focused initiatives driven by the end-user experience.
  • Strong leadership qualities and facilitation skills with the ability to lead service delivery teams through assessment and mitigation activities.
  • Customer focused, team player and prepared to go the extra mile to deliver IT services to the customer.
  • Time management skills and the ability to prioritize are crucial.
  • Experience in working in a large or complex IT environment.
  • Excellent verbal and written communication skills in English language.
  • Demonstrates subject matter expertise with the ability to support multiple IT key stakeholders concurrently with minimal oversight by functional manager.
  • ITIL v3 (or higher) Practitioner/Expert Level Certification and experience managing programs and best practices within the ITIL framework.
  • Good understanding of lean principles and project management methods and techniques.
  • Demonstrated problem solving and analytical skills.
  • Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction.
  • Ability to make sound and quick decisions.
  • Good understanding of the impact of change, the interdependencies and impact on the business and IT projects.
  • Excellent interpersonal skills including the ability to influence and build relationships a ross the organization.
  • Strong organizational skills with excellent attention to detail.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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