About the Job
This role is key in reviewing, revising, and enhancing IT Service Management processes in collaboration with key IT stakeholders to elevate the process maturity of the organization and the quality of IT services provided. The Specialist will proactively engage with IT teams to gather insights and feedback aimed at driving continuous improvement. This position is crucial in supporting the entire IT organization by optimizing operations through the review and establishment of industry-leading IT best practices. Additionally, the Specialist will manage problems, changes, and requests in a timely manner while evaluating impact and risk to minimize unplanned outages or interruptions to IT services.
Responsibilities
- Mature and enhance IT Service Management processes, procedures, and SOPs, including Incident Management, Request Fulfillment, Problem Management, Configuration Management, Knowledge Management, Availability, and Capacity Management.
- Ensure effective application of ITSM processes using ITIL methodology, promoting people adoption and tool capabilities while meeting or exceeding established metrics.
- Collaborate with stakeholders to improve Service Management processes and ensure tight integration with related processes.
- Instrument appropriate workflows and metrics (KPIs and SLAs) in tools and systems to measure adherence and identify improvement opportunities.
- Foster a culture of robust documentation standards and practices.
- Identify and assess risks associated with IT processes and propose effective mitigation strategies.
- Provide training and monitor improvements to ensure compliance with newly improved processes.
- Lead the lifecycle for Problem tickets and collaborate with support teams to identify technology or process gaps contributing to IT service outages, along with a remediation plan.
- Prepare and deliver analyses that identify enhancements (automation, consolidation, risk reduction, efficiency, cost-avoidance, etc.) to existing ITSM systems and processes.
- Conduct IT Change Management impact analysis, assess change readiness, and Co-chair IT CAB meetings (Change Advisory Board).
- Establish and maintain reports and dashboards to measure various IT Service KPI metrics and evaluate IT processes and overall performance.
Qualifications
- A minimum of a bachelor’s degree (or equivalent) with a strong interest in IT metrics and operations.
- Proven experience working with virtual teams to operationalize processes.
- Excellent knowledge of ITSM processes and experience as a subject matter expert for ServiceNow modules, including continuous improvement and service operations.
- At least 5 years of professional experience in IT Service Management/Service Delivery and familiarity with ITIL Foundation or COBIT.
- In-depth understanding of IT best practices and protocols, specifically within the ITIL framework.
- Strong problem-solving capabilities and business acumen; a mature self-starter experience working in transformational organizations.
- Excellent time management skills, with the ability to prioritize and multitask under shifting deadlines.
- Strong communication and interpersonal skills, capable of effective collaboration with diverse stakeholders.
Desirable Skills
- One or more industry certifications such as ITIL Expert, ITIL Service Management, ServiceNow, Scrum, ITSM, DevOps, Prince2, or Six Sigma would be beneficial.
What We Look For
We seek a performance-driven, inquisitive individual with the agility to adapt to ambiguity and a passion for collaboration and customer-centric solutions, especially in the AI space.
What Working Here Offers
- Culture: An open, diverse, and inclusive environment with a focus on personal growth and innovative projects.
- Career: Opportunities for learning and development through structured training and high-tech projects.
- Work-Life Balance: A hybrid work policy that allows for flexibility between remote and office work.
- Rewards: A competitive remuneration package, including healthcare, education support, and leave benefits.
