ITSM Support Specialist

2 weeks ago

Noida, India NXP Semiconductors Full time

Job Description

ITSM Process Support

- Provide operational support for ITSM processes, including incident, problem, and change management, closely working together with the NXP IT Process Owners.
- Monitor and ensure adherence to ITSM process guidelines, policies, and SLAs across the organization.
- Act as a process champion, promoting awareness and compliance with the NXP ITSM framework globally.
- Collaborate with global teams to improve ITSM processes and enhance service quality.

Incident Problem Management Support

- Support major incident management efforts by coordinating resolution efforts, escalating appropriately, and ensuring timely communication with stakeholders.
- Manage major incidents (P1/P2) with urgency, coordinating cross-functional teams to restore services as quickly as possible.
- Act as the central point of communication for all stakeholders during incidents, providing regular updates on status, impact, and resolution timelines.
- Assist with the Root Cause Analysis (RCA) process for major incidents and recurring issues, working closely with problem managers and technical teams.
- Proactively identify trends and patterns in incidents and problems to prevent future occurrences.

24/7 Global User Support

- Work in 24/7 shifts to provide real-time support to users globally, ensuring quick resolution of issues and adherence to processes.
- Act as the bridge between the global service desk and IT teams to ensure efficient escalation and resolution of ITSM-related issues.
- Monitor service desk activities to ensure consistent application of ITSM processes and identify areas for improvement.

Process Quality Continuous Improvement

- Regularly review and audit ITSM processes for quality and compliance, identifying gaps and areas for improvement.
- Work with process owners and stakeholders to implement changes that improve efficiency and effectiveness.
- Develop and deliver training and documentation to ensure teams are equipped to follow ITSM processes correctly.

Qualifications

- 3+ years of experience in ITSM support or a similar role in a large, high-tech enterprise.
- Strong understanding of ITIL frameworks and ITSM tools (e.g., ServiceNow).
- Experience supporting incident and problem management processes, including major incidents.
- Familiarity with working in a 24/7 operational environment, including shift rotations.
- Excellent communication and collaboration skills, with the ability to interact effectively with global teams.
- A proactive positive mindset, with a focus on process improvement and operational excellence and an ambition to learn and grow.

Preferred:

- ITIL v4 Certification (Foundation or higher).
- Experience with monitoring tools and automation processes to enhance ITSM operations.
- Knowledge of service desk operations and customer support principles.
- Ability to analyze incident and problem trends using data and reporting tools.

Key Attributes

- Proactive and Detail-Oriented: Actively identifies process gaps and works to resolve them.
- Collaborative and Team-Oriented: Builds strong relationships across global teams to ensure seamless ITSM process execution.
- Resilient and Flexible: Thrives in a 24/7 environment, managing high-pressure situations with professionalism.
- Problem-Solver: Leverages analytical skills to identify and address process issues effectively.

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