IT Service Operations Specialist (Incident Manager)

Job Summary:

The Senior IT Service Operations Specialist is responsible for the management of one or more ITIL processes - Change, Incident (including Major Incident), Request, Problem or Knowledge Management. This position develops Critical Success Factors (CSFs) and reports on Key Performance Indicators (KPIs), identifies trends for proactive Problem Management, and ensures root cause analysis and preventative measures (reactive Problem Management) are completed for all major incidents to deliver best in class Service Management.

Essential Duties and Key Responsibilities:

• Manage Change, Incident, Request, Problem or Knowledge service offerings (operational, tactical and strategic)
• Suggest improvements to the Incident, Problem, Change, Request and Knowledge management processes and procedures, and ensure effective adoption and governance
• Partner with various IT areas to adopt ITIL/ITSM processes
• Participate and collaborate in the establishment of Service Level Agreements (SLAs) to set expectations and measure performance of assigned process(es)
• Plan and contribute to ITSM related projects
• Responsible for the development of ITSM process training
• Participate in ITIL Maturity Assessments
• Lead ITSM meetings (Quarterly Service Reviews, Major Incident Reviews, Problem Reviews)
• Chair and coordinate the Change Advisory Board Meetings and share the reports with the stakeholders
• Manage the Incident Management activities including driving Major Incidents to resolution with multiple teams involved
• Manage the ITIL Request Fulfillment process activities which includes performing audits on Service Catalogs to identify the useability, updating Service Catalog owners and similar Foundation data audits to ensure the process is effectively helping the enterprise follow the implemented ITIL guidelines
• Create and maintain reports and dashboards to provide real-time insights into service management and operational efficiency.

The Essentials

• Bachelors Degree or equivalent education and work experience
• 3 - 6 years of ITIL Processes Operations experience
• ITIL 4 Foundation certification
• Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork.