About ETS
For more than 75 years, ETS has advanced quality and equity in education through rigorous research and innovative learning solutions. Our mission is to help learners worldwide unlock opportunities through trusted assessments, pioneering research, and transformative educational tools.
Our portfolio includes globally recognized assessments such as
TOEFL,
TOEIC,
GRE, and
Praxis, alongside cutting-edge research and development that shapes the future of learning and measurement. We partner with educators, policymakers, and institutions to address critical issues and create solutions that empower learners everywhere.
With new senior leadership and a renewed vision, ETS is expanding its global footprint and driving innovation in the education and ed-tech space. Our goal is to remain at the forefront of assessment and measurement efficacy as the industry evolves.
Position Summary
This is a key role for driving service performance within the IT organization. Lead, define, and drive ongoing improvements in the IT Production Incident and Risk Management processes and drive performance improvements within the IT Production Enterprise. Ensure that the Incident and Risk Management functions and associated with IT Production are developed and deployed. Work with IT and functional centers of excellence groups to provide process transparency and ensure buy-in and support. Work closely with peers in the IT to ensure consistent practice and to identify operational improvements through analysis of incident data.
Responsibilities
- Champion and drive the IT Production Incident and IT Production Risk Management processes across IT
- Responsible for ongoing development of the Incident and Risk Management processes
- Create SOP's, Process Maps, and RACIs and apply their use in IT Production to communicate the IT Production and Risk
- Provide regular reporting and metrics covering Incident and Process Management performance for key stakeholders, suppliers and staff
- Ensure incident status communications are provided to VP IT Production (alerts, briefings, reports)
- Subject matter expert for IT Production Incident and IT Production Risk Management Processes
- Ensure that service decisions / solutions account for and influence broader strategic direction
- Take responsibility for selected key projects / activities within projects and provide senior management bandwidth within the organization
- Build and maintain effective relationships within the IT and the Enterprise
- Assure IT Production Risks are captured and actioned for mitigation
- Lead the IT Production Incident daily team meetings
- Assure IT Production Incidents are appropriated documented and communicated to VP IT Production and IT Production stakeholders
- Collect, analyze and report data associated with in-process and outcome metrics and quality goals and suggest corrective action
- Document standardized processes and improved efficiencies
- Adhere to ethical standards and comply with the laws and regulations applicable to your job function
- Effectively execute, document, and communicate daily IT Production Incident Meetings
- Effectively documented IT Risks and Vulnerabilities
- Process mapping
- Technical documentation and Standard Operating Procedures
- Metrics and reports
- Risk management activities
- Decrease in production incident
- Minimum 5 years of progressively responsible experience with process management, operational or technical activities.
- Bachelor's degree in IT or related field, or an equivalent combination of education and professional experience is required.
- Information Technology Infrastructure Library (ITIL) best practice processes certification is a plus
- Six Sigma certification is a plus
- Excellent analytical and process improvement skills
- Proficiency with RACI charts
- Prior experience using Power Designer
- Strong organizational skills
- Excellent verbal and written communication skills
- Must be able to work with minimal supervision, multi-task and prioritize own work to meet deadline
ETS is mission driven and action oriented
- We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
- We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth!
- As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you!
- The base salary range advertised represents the low and high end of the anticipated salary range for this position. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. The base pay is only one aspect of the Total Rewards Package that will be offered to the successful candidate.
ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity. 
