IT Service Management Specialist
3 weeks ago
Job Summary:
We are seeking an IT Service Management (ITSM) professional to join our team at ITC Worldwide. As an ITSM Jira Administrator, you will be responsible for implementing and managing ITSM processes, including incident, change, and problem management.
About the Role:
The successful candidate will have a solid understanding of ITIL principles and practices, as well as experience with Jira Service Management. They will be responsible for managing and reporting incidents, changes, and problems, as well as collaborating with internal teams to define and implement appropriate controls and safeguards.
Key Responsibilities:
- Implement and manage ITSM processes, including incident, change, and problem management
- Manage and report incidents, changes, and problems
- Collaborate with internal teams to define and implement controls and safeguards
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations
- Manage Change Advisory Board (CAB) and Release Management Processes
- Conduct periodic assessments and reviews of the entire Service Level Management (SLM) process
- Ensure request, incident, problem, and change records are accurate and complete, from creation to closure
- Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers
Requirements:
- Strong understanding of ITIL principles and practices
- Experience with Jira Service Management
- Ability to manage and report incidents, changes, and problems
- Excellent communication and collaboration skills
- Ability to work in a fast-paced environment and prioritize tasks effectively
Preferred Qualifications:
- ITIL certification
- Experience with Agile/Scrum or DevOps methodologies
- Experience with SQL, Python, PowerShell, or other scripting languages
- Experience with System and Data Architecture
- Experience or knowledge of SDLC pipeline tools such as Git, Jenkins, etc.
Education:
Bachelor's degree in a related field, such as computer science, engineering, or IT.
Industry Certifications:
- AZ-800: Administering Windows Server Hybrid Core Infrastructure
- AZ-801: Configuring Windows Server Hybrid Advanced Services
- AZ-500: Microsoft Azure Security Technologies
- SC-200: Microsoft Security Operations Analyst
- SC-400: Microsoft Information Protection Administrator
- AZ-700: Designing and Implementing Microsoft Azure Networking Solutions
- ACP-420: Managing Jira Service Projects for Cloud
- Atlassian Certified Associate - ITSM with Jira Service Management
- Atlassian Certified Associate - Jira Software Board Configuration
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