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Engaged Employer

UKG

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3.1

based on 612 Reviews

103 UKG Jobs

Lead IT Service Operations Specialist

Kronos Solutions India Pvt. Ltd.

3.1

based on 612 Reviews

4-8 years

Noida

Lead IT Service Operations Specialist

UKG

posted 6mon ago

Job Role Insights

Flexible timing

Key skills for the job

Service Management Problem Management Root Cause Analysis

Job Description

Travel Amount Required:

Up to 25%

Description

Summary:
UKG is looking for an IT Service Operations Specialist to join the IT Enterprise Service Management team. The position will be part of a team responsible for effective implementation of ITIL Processes and managing and supporting the ServiceNow application at UKG.

The ServiceNow application plays a crucial role in our business as it supports internal product support and business processes. This area involves various business functions, making it an excellent opportunity for someone who wishes to grow with the company, collaborate with multiple business users, and contribute significantly.
This position is in our Noida, India location.

3 days in office required every week

Work hours: 11:30 8:30pm IST. For the first 90 days working hours will be 3:00 PM 00:00 AM IST. Candidate should be open for 24*7 supportJob Summary: The Senior IT Service Operations Specialist is the owner of and 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 and lead the end-to-end 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 other analysts providing inputs to define and manage KPIs through process compliance, dashboards and vendor engagement

Partner with various IT areas to adopt ITIL/ITSM processes

Responsible for identifying opportunities on continuous service improvement, specifically through automation where applicable

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

Lead ITSM meetings (Quarterly Service Reviews, Major Incident Reviews, Problem Reviews)

Responsible for the development of ITSM process training

Participate in ITIL Maturity Assessments

Create and maintain reports and dashboards to provide real-time insights into service management and operational efficiency.

Provide training and support to end-users and other team members, helping them effectively utilize ServiceNow features and functionalities & educate them on the implemented ITIL Processes within UKG.

Lead ITIL Incident Management activities including driving Major Incidents to resolution with multiple teams involved.

Lead ITIL Request Management activities which includes performing audits on Service Catalogs to identify the useability, Service Catalog owners and similar Foundation data audits to ensure the process is effectively helping the enterprise follow the implemented ITIL guidelines.

Develop clear and concise technical documents for ServiceNow Support and ITIL processes knowledge articles for the team

Monitor platform health, usage, and overall compliance on the platform. Work with developers on defects found in the platform.

Qualifications

Bachelors Degree or equivalent education and work experience

4 - 8 years of ITIL Processes Operations experience

ITIL Foundation certification

Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork.

Employment Type: Full Time, Permanent

Functional Areas: IT Hardware & Telecom

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