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IT Process Owner, Incident & Request Fulfill

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Date: Sep 9, 2021

Location: Painted Post, NY, US, 14870 Charlotte, NC, US, 28216

Company: Corning

Requisition Number: 48367


Odds are that the email you read this morning travelled over Corning Optical Fiber; the smartphone you used had a Corning cover glass; and the vehicle you drove to work had cleaner emissions because of a Corning catalytic converter substrate.


Corning Incorporated focuses on building a diverse global workforce where differences are celebrated, and employees feel safe bringing their “whole selves” to work. Our Diversity Network hosts 18 active and distinctive Employee Resource Groups. Employees have access to Allyship resources, podcasts, an internal video channel, digital learning series and trainings, all focused on building and celebrating global diversity and inclusion. Corning has been recognized as a leader in this regard and has been consistently recognized as a national employer of choice.



  • Corning, NY; Charlotte, NC; Remote



  • Design, implement, measure and improve IT process to ensure adherence and efficient delivery of IT services



  • Lead the design and implementation of processes using best practice and Lean knowledge
  • Ensure IT and business processes effectively and efficiently integrate with other existing businesses
  • Periodically conduct maturity assessments/internal audits to measure process performance and identify improvement opportunities
  • Oversee efforts to build organizational understanding of the process (purpose, outcomes, expected impact, rationale and need)
  • Routinely monitor process adoption and use and identify opportunities increase both
  • Develop, implement, and monitor metrics for process effectiveness, adoption, efficiency, and outputs
  • Monitor and report activities / exceptions that do not adhere to the defined process
  • Influence all levels of IT management to ensure that process improvement activities are receiving the necessary support and resources
  • Proactively communicate important process changes and supporting rationale
  • Fully utilize ITSM systems/processes and specialized techniques for continuous improvement (e.g., Kaizen, Six Sigma, Total Quality Management)
  • Other duties as requested



  • Minimum of associates degree in relevant field; bachelor's degree preferred
  • Minimum of 5 years relevant operational experience



  • Incident Management:
    • Can establish a process to restore normal service operation as quickly as possible and eliminate repeat incidents that adversely impact business operations.
    • Ensures that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents by all service delivery teams (internal and external)
    • Increases visibility and communication of incidents between the service delivery teams, business stakeholders, and other IT support staff
    • Collaborates with Service Delivery Owners to understand the technical issues and drive resolution of problems
    • Oversees implementation of permanent issue resolution or workarounds by either one or multiple service delivery teams
    • Reports and presents results and findings, as well as actionable recommendations for IT issues to senior leadership
  • Request Fulfillment Management:
    • Can establish a process to provide and maintain the tools, processes, skills and rules for an effective and efficient handling of Service Requests
    • Ensures standardized methods and procedures are used for user-friendly recording, categorizing & authorizing of service requests in order to facilitate swift and effective processing
    • Actively manage service level agreements for the provision of services
    • To continuously monitor the processing status of outstanding Service Requests, so that counter-measures may be introduced as soon as possible if service levels are likely to be breached
    • Measure customer satisfaction and address systemic process issues
    • Collaborates with Service Delivery Owners to understand the technical issues and drive ‘Get to Green’ efforts when necessary
    • Reports and presents results and findings, as well as actionable recommendations for IT issues to senior leadership
  • Expert experience with ITSM tools
  • Expert level process design capability
  • Experience leading complex initiatives or projects
  • Experience directing in a matrixed environment
  • Experienced technical writing capability
  • Experience with IT Service Management analytics
  • Effective leadership, organization, and planning skills, with ability to handle changing priorities
  • Excellent communications, interpersonal and influencing skills
  • IT Service Management and ITIL knowledge
  • Demonstrated track record of on time delivery within budget; ability to drive projects to successful conclusion using influencing tools
  • Ability to lead international teams across multiple initiatives that span various lines of business, geographic borders, time zones, and cultures
  • Must be a self-starter, able to work in team environment and motivate others



ITIL Certification preferred

Six Sigma Certification

Experience with training and development of virtual training techniques



Up to 5-10% travel


This role does not support immigration sponsorship.


We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, veteran status or any other legally protected status.


We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Nearest Major Market: Corning