Service Management Specialist (Major Incident Coordinator)

Geotab•Atlanta, GA

5h•Hybrid

About The Position

Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work™.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities. Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram. Join our talent network to learn more about job opportunities and company news. We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Service Management Specialist who will ensure the smooth execution and continuous improvement of IT services within the organization. The projects will vary in scope, complexity, and affected business area. If you love technology, and are keen to join an industry leader — we would love to hear from you! As a Service Management Specialist your key area of responsibility will be managing Major Incidents, Problems, Changes, and Transitions, as well as delivering comprehensive Service Reporting. You will be responsible for the implementation of the project tasks, as well as managing day-to-day activities. You will also need to provide regular status reports to key partners to ensure the project is on time and meeting expectations. You will need to work closely with IT Delivery Teams, PMO, and DevOps to ensure "Run" services consistently meet their Service Level Objectives (SLOs) and business needs. To be successful in this role you will be a self-starter with strong communication, teamwork, and coordination skills, and have the ability to quickly understand complex, technical concepts. In addition, the successful candidate will have a proven track record of implementing ITSM processes, tools, and automation solutions with an ability to identify needs, develop effective solutions, and manage projects through completion. The successful candidate will also be able to manage multiple timelines and contrasting priorities to ensure timely results.

Requirements

10 - 12 years of required previous experience in IT Management or other IT process-oriented roles.
Post-Secondary Diploma/Degree in Computer Science, Information Systems, or equivalent experience required.
Strong background in ITIL (Foundations V3 or 4 required), including Major Incident, Problem, and Change Management.
Proficiency with ITSM tools like ServiceNow, Jira, or similar platforms.
Hands-on experience with automation tools (e.g., Ansible, Terraform) and scripting languages (e.g., Python, PowerShell).
Familiarity with Generative AI tools and their application in ITSM and operational efficiency.
Exceptional communication and interpersonal skills for effective stakeholder engagement.

Nice To Haves

Preference given to candidates with current Security certifications (e.g. CISM, CISSP).

Responsibilities

Execute, develop, implement, and maintain Service Management processes, including Major Incident, Problem, Change, and Transition Management.
Run the Change Advisory Board (CAB) to review, approve, and manage enterprise changes.
Leverage AI and develop automation scripts and tools to streamline change and incident processes.
Ensure cross-functional coordination and collaboration among IT Delivery Teams, PMO, and DevOps to enhance service delivery.
Proactively monitor service level performance, promptly address deviations, and conduct post-implementation reviews (PIRs).
Establish and maintain management reporting on key IT Service Management processes, including Major Incident, Problem, Change Management, and escalations.
Ensure compliance with Geotab's processes and alignment with IT Service Management industry best practices and methodologies, including ITIL.
Act as a point of escalation for critical service delivery issues.