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ITIL Process Manager

| Chicago
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
We are seeking an ITIL Process Manager to create a comprehensive knowledge management strategy, which includes: identifying, collecting, synthesizing, organizing and managing knowledge in support of our IT services. We are looking for an energetic individual who wants to evolve with this opportunity. In this role, you will develop a comprehensive suite of ITIL/KM processes and related governance, in addition to making the knowledge available so it can be used by others via self-service community. Through providing training resources and/or training for all core Relativity productivity tools, your work will directly help decrease ramp-up time for new IT employees, resolve IT incidents/requests, and allow our team to respond to customers faster and more effectively through comprehensive knowledge management practices.

Role Responsibilities

  • ITIL Processes
  • Develop new or enhance existing processes for Knowledge creation, governance and maintenance
  • Spend a significant portion of time proposing and leading KM initiatives, sharing knowledge and supporting others in sharing knowledge
  • Monitor and evaluate our knowledge management practices, including external bench-marking and monitor and evaluate our program/opportunities for improvement
  • Create proposals for plans, activities and areas of improvement
  • Dig in and develop user and IT documentation for the SD/DT teams to help teams provide more consistent support and build out our knowledge assets for self-service
  • Recommend and maintain knowledge storage structures within Einstein and Service Management tool-set (KB and Customer Community).
  • Develop KM review, retention and archive practices
  • Align KM work around ITSM, SD and IT priorities
  • Develop and maintain a priority backlog of KM action items/activities
  • Identify and report on measures and controls that will help us understand the progress of and effectiveness of our KM program
  • Manage all communication around KM initiatives
  • Be an expert in KM, KCS and related ITIL best practices
  • Help disseminate information about our knowledge management practices and technology to internal Relativity audiences, including technology knowledge sharing events like employee orientation, training sessions, and presentations.
  • Own the change management aspect of the behavioral and cultural changes needed to promote knowledge management and support individuals and teams in embracing this change in behavior
  • ITIL Training and Development
  • Work closely with end user and management community and IT to identify gaps in knowledge that could help both support staff and end users to be more effective with technology.
  • Develop materials and conduct enterprise application training classes for core productivity applications (O365, Lucid Chart, Slack, and others as determined)
  • Develop materials and conduct remote worker training to ensure that new hires can be productive and work effectively whether in the office or working at a remote location
  • Work with vendors, L&D, and others to establish training resources for our key end-user facing services
  • Develop, improve, document, and communicate the change and problem management process
  • Collect change and problem management process metrics; design and implement process improvement measures to drive efficiencies and effectiveness in executing changes
  • Share best practices, cross-train staff and ensure that customers and key stakeholders are kept informed during the change request process.
  • Develop and maintain a weekly CAB meeting with all KBP across the company
  • Develop and maintain a problem management strategy

Minimum Qualifications

  • Ability to pass the ITIL Foundations certification within the first year of employment
  • Proven customer focus and service skills with an enthusiasm for technology
  • Ability to be effective in a fast-paced, changing environment managing multiple priorities
  • Excellent written/verbal communication, technical documentation and problem-solving skills
  • Self-motivated achiever with an excellent attention to detail 

Preferred Qualifications

  • Previous experience using a Service Management system
  • ITIL Foundation Certification as well as 1 or more of the following certifications: ITIL Intermediate Lifecycle, ITIL Capability modules, ITIL Practitioner Certifications, Other frameworks like Six Sigma for Service
  • Technical understanding of a variety of OS and technologies (ex: Windows, Unix, virtualization, cloud computing, database technologies, networks and back-end infrastructure)
  • Jira, Salesforce experience a plus
  • General knowledge of the following: Desktop Support Technology, Cloud based application support and usage, Salesforce, JIRA, Confluence, Workday, infrastructure, networking, project management, Windows OS, iOS, Android
  • #LI-MC1

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years.
If you’re ready to grow with us, we’d love to hear from you.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.

An Insider's view of Relativity

How does your team reward individual success?

Rewarding success is one of my favorite parts of my role. Formally through annual bonus plans, thank you notes in our HR system and of course through promotions. I also like to submit nominations to be recognized at company meetings and spotlights in department newsletters. We move fast at Relativity it’s nice to slow down and just say thanks!

Jessica

Operations Manager, Customer Success and Support

How do you collaborate with other teams in the company?

On the Certification team, I develop exams and study content for our end users. To ensure that our exams are valid, I work with almost every team embracing their expertise and industry knowledge into the development process. It takes continuous interdepartmental collaboration to keep exam content accurate as the Relativity platform evolves.

Sean

Certification Specialist

How has your career grown since starting at the company?

As an Application Support Specialist, I have increased my technical knowledge in SQL database management, Network Administration, and Server Infrastructure. Prior to coming to Relativity, I had zero knowledge of e-Discovery, and now provide On-site training to our clients teaching them about the various e-Discovery tools Relativity has to offer.

Kamal

Application Specialist II

What are some social events your company does?

Our annual user conference, Relativity Fest, is such a tremendous opportunity to get one on one face time with our partners. Fest draws 2,000 platform users and practitioners from all different facets of the industry and being able to connect with them and hear their stories is extremely powerful.

Michael

Platform Account Manager

What are Relativity Perks + Benefits

Relativity Benefits Overview

We have a great selection of benefits from very competitive insurance plans to fun office perks!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year. Our office is also closed between Christmas and New Years, which does not take away from your PTO balance.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program

Additional Perks + Benefits

We also offer a Divvy bike share discount, have Fooda discounts in the office, and offer DRYV Laundry Service for those who have workout clothes that need washing!

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