IT Service Management

Supports the Major Incident process:

• Monitors for high impacting incidents and works on improvements to bring down the amount of potential incidents.
• Performs incident assessments, verifying impact and validity as major incidents
• Runs the Major Incident calls with the goal to restore service as quickly as possible
• Ensures process adherence within the organization

Provides Shared Service Support:

• Responsible for assigned Shared Services within Strada to help facilitate planning, coordination, communication and approvals to ensure high availability for those Shared Services assigned.

Supports the Problem Management process:

• Assists with documenting and reviewing problem records
• Responsible for ensuring resolver groups identify and carry out Root Cause Analysis (RCA) and preventative actions to avoid re-occurrence.
• Responsible for providing root cause analysis write-ups as required.
• Works proactively to identify potential problems, to help take actions necessary to prevent major issues or impact.

Supports the Change Management process:

• Ensures change management activities that involve critical services are properly planned, with high availability and reliability in mind.
• Communicates to business stakeholders for maintenances that involve critical services
• Assists with maintenance scheduling as required for critical services
• Assists with ensuring that the Change Management process adherence is being followed within the organization.

Education / Experience / Skills

• University level degree, in related field
• 2+ years of experience in supporting IT Service Mgmt processes, with a focus on Major Incident Mgmt and Problem Management.
• ITIL Service Mgmt qualification is recommended
• Efficient with using MS O365 applications
• Strong Problem Solving/Analytical Skills
• Excellent communication skills, both written and oral
• Fluent in English
• Proven ability to follow processes
• Energetic and friendly, positive can-do attitude
• Quick learner
• Team player
• Flexible work schedule, able to work nights and weekends as needed

• English

• Initiative: Tackles problems and takes independent action when needed, practices self-development.
• Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
• Problem Solving/Analytical Skills: Breaks down problems into smaller components, understands how to underlie issues; can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
• Results Focus: Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership / motivation.
• Decision Making / Judgment: Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.
• Managing Conflict: Listens well, diffuses conflict before it starts, find the causes of and solutions to problems.