ITSM Specialist
About The Position
The ITSM Specialist supports and coordinates the software development lifecycle through change, release, incident, and problem management. The role helps ensure seamless production deployments by guiding releases through build, test, and deployment phases and identifying and mitigating release risks. In collaboration with internal teams and clients, the specialist helps maintain a stable production environment and supports IT Operations Management initiatives through enhanced monitoring, automation, and streamlined operational workflows. The position also monitors and resolves incidents, oversees batch job execution, supports root cause analysis, maintains operational documentation and metrics, and communicates with clients and executive stakeholders during incidents and high-impact events. Participation in an on-call rotation is required for after-hours support of critical systems.
Requirements
- Strong knowledge of ITSM frameworks such as ITIL.
- Strong communication, problem-solving, and organizational skills.
- Familiarity with SDLC, Agile, and DevOps methodologies.
- Familiarity with enterprise release frameworks and change control.
- Experience with release automation tools and cross-functional coordination.
- Ability to analyze logs and troubleshoot technical issues under pressure.
- Ability to manage competing priorities in a fast-paced environment while maintaining a high level of service quality.
- Familiarity with Active Directory and Microsoft Administration.
- Willingness to participate in an on-call rotation for after-hours support.
Nice To Haves
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Experience in process automation and system monitoring tools.
- Familiarity with ServiceNow.
- Familiarity with cloud-based IT operations and monitoring solutions such as Elastic, Datadog, and Power BI.
Responsibilities
- Review change records for compliance with change management policies.
- Support release planning and coordinate Go-Live activities.
- Communicate release status and issues to stakeholders.
- Oversee software release deployments to production.
- Support release calls and provide status updates during deployment windows.
- Facilitate release scorecards to drive continuous improvement.
- Maintain release metrics and audit documentation.
- Monitor, triage, and resolve incidents while minimizing business impact and meeting client service-level agreements.
- Oversee batch job execution to ensure timely and accurate processing.
- Troubleshoot and resolve failed batch jobs with internal teams.
- Provide timely and accurate updates to clients and executive stakeholders during incidents or high-impact events.
- Support root cause analysis and implement corrective actions to prevent recurrence.
- Maintain incident documentation, reporting, and escalation procedures.
- Participate in an on-call rotation to provide after-hours support for critical systems.
- Troubleshoot and support software and hardware.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
