Full-Time Service Management Specialist

Key Responsibilities:

• Responsible for the deployment of processes.
• Evaluates performance metrics and institutes actions to correct shortcomings.
• Responsible for the execution of process controls.
• Coordinates and collaborates process delivery with internal groups, vendors, suppliers, and customers.
• Interfaces with other processes and business functions.
• Manages and leverages existing toolset functionality.
• Ensures KPIs are reported and targets met.
• Coordinates with suppliers, contractors, and 3rd parties.
• Identifies opportunities for improvement in tools, staff, training, processes, and procedures.

Skills & Experience:

• Operational ownership of Configuration and Asset Management, Software Asset Management, Incident Management, Request Management, Knowledge Management, Problem Management, Change and Release Management.
• ITIL Operational experience and knowledge of ITIL v3 and ISO 20000.
• Track record of operating in an IT Service Management environment.
• Good level of technical understanding.
• Track record for delivering demand reduction.
• Experience with ServiceNow (desirable).
• ITIL Intermediate / Practitioner certified (desirable).

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