Senior Service Management Specialist
1 week ago
Leads and manages technology processes in accordance with the Service Management Model, and with a focus on core functions such as Incident Management, Problem Management, Change Management, Service Level Management, and Continual Service Improvement.
Leads cross functional teams that contribute to the definition of IT Service Management (ITSM) processes, standards, and methodologies; Ensures production incidents are reviewed for root causes and identify opportunities to initiate efficient problem management; facilitates incident and problem management resolution, and provides visibility to management for prioritization and resolution.
Analyzes data and ensures proper Key Performance Indicators are set and monitored, and reports are produced, distributed, and utilized. Provides ongoing status reports on service performance to Technology Leadership.
Partners with stakeholders to ensure ITIL processes are understood, adhered to, and improved.
Maintains day-to-day responsibility for the ownership and resolution of Service Management issues.
Defines, improves, analyzes, and reviews actual performance against defined Service Level Agreements (SLAs).
Prepare reports related to incident metrics, problem management (RCA delivery), service requests, and SLA performance and forwards to management.
Maintains accountability for driving discussions with Process and IT Owners to solicit insights on process performance and continuous improvements.
Conducts audits to ensure compliance to policy and standards.
Participates in special projects and handle escalation of issues when required.
A bachelor’s degree from an accredited college or university is required, with a focus in computer science or related discipline.
Experience, Skills and Key Competencies
At least 10 years of general technology experience, and 8+ years of Information Technology Service Management (ITSM) experience that includes planning, delivering, and leading the adoption and governance of technology services.
Excellent verbal and written communication skills, with the ability to effectively tailor communications to a specific audience or call to action.
Can apply principles of analytical thinking to define problems, collect data, establish facts, draw valid conclusions, consider options, and recommend solutions based on all considerations.
Comfortable taking ownership of work and independently driving projects forward with limited guidance.
Must be able to read, write, understand, and fluently speak in the English language.
Must be flexible and can work different shift hours as business needs require.
Employee will be expected to perform other job-related tasks requested by management and as necessitated by the development of this role and the development of the business.
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