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Acosta Sales & Marketing Systems Assurance Manager in Jacksonville, Florida


The Systems Assurance Manager works under direction and oversees IT service process architecture, improvements, enforcement, and day-to-day application of IT service process to assure that business needs of the organization and strategic objectives are met. Process ownership of Request, Change, Incident, and Problem management are the primary focus of Systems Assurance. Other processes such as Disaster Recovery, Service Level Management, Capacity Planning, etc. are of interest to the Systems Assurance Manager and should be considered as an “assist” responsibility for this role. In this role the Systems Assurance Manager uses fact-finding techniques and analytic thinking to manage process.


  • Responsible for the request, change, incident, problem management processes.

  • Assures new processes and sub-processes integrate appropriately with other service delivery processes.

  • Manages or otherwise participates in Situation Management sub-process.

  • Participates in the evaluation of tools needed to manage IT service processes.

  • Responsible for continued maintenance to, and formal amendment of all managed IT service processes.

  • Ensures process performance measurements are appropriate for business needs.

  • Maintains a central repository of process related documents and provides access to all internal process participants.

  • Audits change and problem management data.

  • Drives to eliminate barriers towards process implementation and adherence.

  • Denies, rejects, or halts all activities related to change, implementation or production support whenever necessary if process prerequisites are not met, issues cannot be resolved, or if risk and impact felt to be too severe.

  • Responsible for the day-to-day management and operation of the request, change and problem management process.

  • Generates and distributes appropriate communication regarding change and problem management to the organization.

  • Assists in the development of documents and understanding between participating organizations.

  • Provides guidance in the training, development, and administration of process compliance procedures.

  • Manages the interface between the request, change, and problem management process.

  • Manages the escalation process when a change requestor, coordinator, task owner or approver seeks to appeal a change decision or policy.

  • Facilitates regularly scheduled and ad-hoc changes management and problem management meetings.

  • Facilitates meetings for the purpose of resolving change scheduling or implementation activity conflicts.

  • Facilitates post-mortem meetings as needed following change implementation for the purpose of reviewing risk impact assessment, lessons learned, or incidents that resulted from change activities.

  • Perform tasks assigned by Data Center Service Director as appropriate.


  • Bachelor of Science degree or equivalent.

  • ITIL Foundation Certification required.

  • ITIL Practitioner Certification desired.

  • Eight (8) years work experience in a programming, technical support, or test administration role and two (2) years in a management role.

  • Must be able to type 40 WPM.

  • Ability to work with little or no hands-on supervision.

  • Accountability and ownership qualities and able to thrive in a changing environment.

  • Must be available 24/7 in an on-call posture and address customer issues and provide a sense of urgency when doing so.

Acosta Sales & Marketing is an Equal Opportunity Employer

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Work State US-FL-Jacksonville

Job ID 2019-166452

Work City Jacksonville

PCN Sourcing

Position Type Regular Full-Time

Work Zip 32216

Category Corporate Jobs