IT Service Management II

What this Job Entails: 

The IT Service Management II role is designed to support Inventory Technicians’ global operational and tactical aspects of IT Service Management. Utilizing their skills and experience the IT Service Management role will lead daily operational activities, carry out activities as assigned. They will demonstrate their subject matter expertise and provide exemplary service, training and guidance. This role will assist with the promotion and communication of the IT Service Management processes to all parties involved. 

Scope:

• Applies company policies and procedures to resolve a variety of issues
• Works on problems of moderate scope
• Receives general instructions on routine work and detailed instructions on new projects

Your Roles and Responsibilities:

• At times, working a rota basis to provide triage services for problem, change, incident and escalation management.
• Participating in resolution of incidents and problems.
• Participating in projects, not only during service design and service transition, but also for CSI or operational projects.
• Supporting service deployment activities.
• Ensuring that all system and operating documentation and knowledge is up to date and properly utilized.
• Maintaining updated ITSM system documentation policies & procedures.
• Supporting major incidents ensuring coordination of resolving parties, display effective communication to stakeholders and incident review process.
• Monitoring, controlling, and supporting service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Supporting internal and third party service review meetings covering performance, service improvements, quality and processes improvement.
• Supporting continual service improvement and development projects within a global landscape.
• Supporting the definition and tracking of service measures and KPIs to underpin and manage the performance of IT services and service delivery.
• Attending and participating in scheduled service management meetings that are required to underpin the delivery of effective service management processes.
• Understanding of the overall ITSM strategy and ensures technological directions are supportive and consistent with the company and its culture.
• Performing daily service management operational activities as needed.
• Using the process, procedures, work instructions, policies, required documentation and tools as designed.
• Recommending any improvements regarding processes, reporting, communication, training and tools.
• Creating and maintaining technical procedures and “How-To” documentation.
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience 
• Builds productive internal and external working relationships
• Exercises judgment within defined procedures and practices to determine appropriate action
• Demonstrated experience in process design and process improvement.
• Excellent organizational, project coordination, analytical, and interpersonal skills to develop, document and implement improvement processes and to transfer ongoing responsibility to host department staff/management;excellent time management skills to balance various work requirements, prioritize project deliverables, identify and resolve issues, and report status.
• Excellent written and oral communication skills, and an ability to convey service management principles and influence adoption of its accompanying organizational, cultural, and technological change.
• Passionate about solving business problems. 
• Innovative, creative and an outside-the-box mindset.
• Must possess critical thinking and problem solving skills.
• Ability to work and communicate effectively as part of a distributed team.

Preferred Qualifications: 

• Strong ITIL v3 / ITIL 4 knowledge
• Hands-on with ITSM tools (especially BMC Remedy, GUTs, ServiceNow)
• Experience in Problem + Escalation Management
• RCA expertise (analytical thinking)
• Understanding of SLA / KPI / Escalation matrix’Ability to manage high-pressure situations
• Strong communication (client-facing)
• Structured thinking & ownership mindset
• Collaboration across Delivery/Automation/Process teams

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively 
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers