• Mgr, IT Service Mgmt Process

    Requisition ID
    Requisition Post Information* : Post End Date
  • Overview

    Tractor Supply Company (TSCO), the largest retail chain of rural lifestyle products in the United States, is dedicated to enhancing our strong company culture built on our team members’ commitment to our Mission and Values.  With over 1,700 stores in 49 states and an innovative e-commerce platform, Tractor Supply ranks in the Fortune 400 with revenues of $7 billion and growing! Come grow your career with us as we serve those who live “Life out Here”!


    This position is responsible for the design, documentation, implementation and operation of IT Service Management (ITSM) and Knowledge Management (KM) processes, tooling and repositories.



    1. Responsible for Enterprise Knowledge usage and coordination strategy, process, and delivery.
    2. Build and/or improve strategy and process around Incident, Major Incident, Problem, Change, Request, Release, and Configuration Management.
    3. Builds analytics and reports to measure effectiveness of ITIL processes.
    4. Implement and enforce ITSM and KM policies, processes, procedures, and standards.
    5. Promote and champion the discipline of ITSM within TSC Enterprise IT.
    6. Responsible for evaluating the performance of the process.
    7. Drive Continual Service Improvement (CSI) activities.
    8. Interact with team members, team and department managers, as well as executive leadership. Act as KM process owner to answer the queries of team members about the knowledge management products and practices.
    9. Analyze and measure the effectiveness of existing KM business processes and develop sustainable, reusable and quantifiable business KM process improvements.
    10. Build strong partnerships with business and IT disciplines and functional partners.


    Experience:  5 years experience of IT Service Management and Knowledge Management in a large sized enterprise environment.  Experience in data profiling.


    Education:  Bachelor’s degree in Computer Science, Information Systems, Business Administration preferred from an accredited college or university.  Any suitable combination of education and experience will be considered.


    Professional Certifications: ITIL Foundation v3.  ITIL intermediate-level certification in Continual Service Improvement and/or Service Design. Project Management.


    High Demand IT Specialized skills: 


    Platform knowledge (Linux,Unix,Sun,WindowsNT,XP,Open Step):


    Other knowledge, skills or abilities:

    • Strong knowledge of ITIL and life cycle management frameworks
    • Proficient in Office Suite; Visio, Word, PowerPoint and Excel
    • Strong business acumen, with proven ability to leverage knowledge base to quickly come up to speed in new business areas and new types of projects
    • Ability and willingness to share knowledge and coach individuals w/ varying levels of experience.
    • Strong collaborative approach and ability to successfully interface with technical staff, senior management and executive leadership
    • Strong organizational skills, ability to manage through ambiguity and be confident and effective in high-pace/high-demand environments
    • Ability to relate technology requirements and risks to the implementation of required documentation
    • Knowledge of complex application, network, virtual environment security, and systems operations
    • Excellent analytical and problem-solving skills and ability to develop creative solutions in a changing environment are required
    • Knowledge of risk assessment and remediation procedures
    • Demonstrated ability to manage projects and implementations across organizations


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