Itsm Specialist

TEKsystems-posted 5 days ago
$50 - $55/Yr
Mid Level
Hybrid • Westerville, OH
5,001-10,000 employees
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Scope of Position Responsible for management of IT service management processes. The IT Service Management Office (IT-SMO) within IT Technology Services and Support is committed to assisting its patients. Position Summary Responsible for the design, development, implementation, execution, maintenance and support of IT service management processes using the Information Technology Infrastructure Library (ITIL) framework. These processes include and are not limited to (Major) Incident Management, Service Level Management, Change Management, IT Asset/Configuration Management, Problem Management and Knowledge Management. This position will also be responsible for executing projects from small to medium in scope, risk and impact. Communicates with upper management.

  • Plan, schedule and facilitate periodic meetings that facilitate the ongoing success of IT-SMO functions
  • Work within the ITSM platform (ServiceNow) to update tickets, assets, configuration items, and related attributes/data
  • Create and deliver routine and ad hoc reports for staff and above that enable proactive management of operationalized processes
  • Develop and perform routine quality control assessment checks on processes and take appropriate action based on results
  • Responsible for creating and maintaining all documentation required for and related to IT service management processes
  • Responsible for communication with internal IT support center customers regarding process, policy, workflow, and procedures
  • Responsible for communication with customers regarding changes and outages to systems, applications and processes
  • Performs trend analysis on processes using multiple sources of data
  • Responsible for training staff, managers and above on IT service management procedures
  • Work with staff, managers and above to assess and re-engineer processes that are not working optimally
  • Perform in a leadership role that facilitates, documents and communicates dispositions of outages for production systems and applications (Including On-Call Rotation)
  • Design, test and assist in the in the implementation of support center tools and processes
  • Perform project manager duties for support center projects
  • Document and complete project tasks as assigned
  • Reads and responds to (as appropriate) work-related e-mail
  • Attends and participates in team meetings and other scheduled group discussions not associated with a project or other specific initiative
  • Provides status reports and performs timekeeping on a weekly basis
  • Professional development
  • Participates on departmental committees
  • On Call duties as assigned
  • Other duties as assigned
  • Degree in Computer Science or related field, and or at least 2 years equivalent experience, or an equivalent combination of education and experience
  • Must possess excellent interpersonal communication skills
  • Excellent oral and written communication skills
  • Requires broad knowledge of Tier I, Tier II and Tier III support within IT operations
  • Proven ability to achieve results through collaborative efforts without direct control over resources required for success
  • The ability to operate in a dynamic, highly visible environment
  • Familiarity with project management methodologies
  • Strong organizational skills and the ability to multi-task are required
  • A good grasp of the principles and practices of IT Infrastructure Management especially Change Management, Configuration Management and Problem Management
  • Medical, dental & vision
  • Critical Illness, Accident, and Hospital
  • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
  • Life Insurance (Voluntary Life & AD&D for the employee and dependents)
  • Short and long-term disability
  • Health Spending Account (HSA)
  • Transportation benefits
  • Employee Assistance Program
  • Time Off/Leave (PTO, Vacation or Sick Leave)
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