IT Services Specialist

Role & responsibilities

• Drive the resolution of incidents and mitigate business impacts by completing initiation situation analysis, collaborating with internal and vendor teams, and ensuring that areas for improvement are identified for future process development/redesign
• Identify issues, create solutions, and escalate roadblocks when needed to services provided by vendors and ITS teams
• Ensure Managed Services provider is meeting contractual expectations, audit and monitor adherence to procedures, identify risk areas, and drive issue mitigation
• Onboard and offboard all new service providers and ensure correct access is provided
• Coordinate with managed service provider on changes to the Moss Adams environment including project go- lives, outages, and annual business fluctuations, under direction of the IT Services Manager
• Work with Moss Adams business representatives and internal project teams at all locations to define onsite IT needs including identify requirements, confirm project plans, and confirm service status and completion
• Participate in business relationship management activities between office and regional leadership/facilities/onsite liaisons, managed services, and internal IT team
• Ensure that onsite services delivered by vendors, both project and ad hoc, are delivered on time and to required level of quality
• Participate in projects and work efforts, ensuring own deliverables are completed on time and to expected level of quality
• Utilize strong technical troubleshooting skills, analytical and problem solving to ensure service issues get remediated

Preferred candidate profile

• Bachelors degree required
• Minimum 2years of related experience required, preferably in technical support; experience in a professional services environment preferred
• Proven commitment to providing exceptional client service
• Strong verbal and written communication skills including the ability to articulate complex issue to others
• Knowledge of ITIL service support management processes (Incident, Problem, Change, Release, etc.), Lean, ITAM and/or other similar processes
• Ability to understand problems, think critically, and identify creative solutions
• Self-directed professional with strong interpersonal skills
• Understands and interprets KPIs, SLAs and other IT Service performance metric