IT Service Operations Specialist

Company Overview

Essential Duties and Key Responsibilities:

• ITIL Process Operations: Drive the adoption of ITIL processes, policies, and procedures across the enterprise based on the ITIL framework. Document ITIL Processes and execute assigned processes procedures and related activities.
• Reporting and Dashboards: Support the Process Owners to gather data for metrics and analytic reporting. Be willing to incrementally take on difficult duties of Service Operations Management and create and maintain reports and dashboards to provide real-time insights into service management and operational efficiency.
• User Training and Support: Utilize and participate in creation of Knowledge Base (KB) articles). Develop and maintain end user documentation for the ITSM Processes and tools.
• Facilitate ITSM meetings (Change Advisory Board, quarterly Service Reviews, Major Incident Reviews, Problem Reviews)

The Essentials

• Bachelors Degree or equivalent education
• Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven bycustomer service and teamwork.
• Must be open to flexible working hours/shifts

Desired Skills

• ITIL Processes knowledge (Major Incident Management & Change Management)
• ITIL4 Foundation certification
• ServiceNow/ITSM tool end-user experience