It Service Mgmt. Specialist

Overview
The ITSM Specialist analyzes, documents, and supports the ITSM tools, while supporting ITSM processes and functions in a highly dynamic and fast-paced environment. This position works closely with cross-functional teams to understand their business needs and translate them into functional/technical requirements. This role suggests innovative solutions to leverage technology to provide dynamic and efficient tools and leads and/or participates in development and integration activities of the ITSM tool and processes.
Work schedule: Monday-Friday 11:00am-7:30pm central time.
What you bring to be successful:

• 5+ years of Customer Services experience
• 3 to 5 years' experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management, Problem Management, Change Management.
• Familiarity with Service Now Ticket Management
• Previous work with Application Support, Problem Management and Change Management and Incident Management
• Previous work with KPI identification, extraction, and delivery
• Cursory understanding of ITIL & ITSM
• ITIL4 Foundation Certification preferred

Responsibilities

• Provide end to end ownership of major incidents with potential or actual business, financial, regulatory, or reputational impact including:
• Driving, developing, managing, and maintaining the major incident process and associated procedures.
• Driving conference bridge(s)/chat and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3).
• Ensuring all IT teams follow the incident management process for every incident.
• Take ownership of daily/weekly/monthly Service Now tasks including:
• Providing KPI/Metric information and standardized reporting on a regular basis.
• Escalating Incidents/Requests at risk of breaching Service Level Agreement/Operational Level Agreement to higher leadership.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Escalating Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to higher leadership.
• Establishing and maintaining documentation of procedures, processes, and reports concerning configuration management.
• Consistently reporting on all IT Operations metrics and application performance on various reporting platforms across levels of the organization.
• Keeping track of operational improvement areas and suggests process improvement based on case studies to Service Owners.
• Evaluating existing ITSM environment with focus on process and policy and improvement and efficiency.
• Applying a continuous improvement approach in enhancing the strategies employed in technology spending, as well as in tracking company assets.
• Driving several projects simultaneously, keeping up to date progress reports on each for upper management.
• Publishing notifications as well as regular updates for the organization.

Qualifications
Minimum Education
Required:
• High School diploma
Minimum Experience
Required:
• 5+ years of Customer Services experience
Preferred:
• 3 to 5 years' experience in of technical support with knowledge and ability to implement ITIL best practices for Incident Management, Problem Management, Change Management
Knowledge Skills and Abilities
• Familiarity with Service Now Ticket Management
• Previous work with Application Support, Problem Management and Change Management and Incident Management
• Previous work with KPI identification, extraction, and delivery
• Cursory understanding of ITIL & ITSM
• Ability to work directly with business stakeholders to define requirements and clearly prioritize work.
• Strong written and verbal communication skills
• Strong focus on communication with end users
Licenses and Certifications
Required:
• N/A
Preferred:
• ITIL4 Foundation Certification - not necessary