Service Management Specialist - Contractor

Dimensional Fund Advisors•Austin, TX

39d•Hybrid

About The Position

About Dimensional: Dimensional was built around a set of ideas bigger than the firm itself. With a confidence in markets, deep connections to the academic community, and a focus on implementation, we go where the science leads, and continue to pursue new insights, both large and small, that can benefit our clients. The Technology Department at Dimensional leverages the rapidly evolving state of the art to engineer scalable, innovative, and research driven solutions to improve our client’s financial lives. The IT Service Management team at Dimensional enables and facilitates the development of technology solutions through process engineering and governance, collaborating with other teams to drive efficiency and controls. Dimensional invests heavily in automation and tooling to provide modern solutions that contribute to our teams’ successes. We are looking for a Service Management Specialist to join our team and collaborate with technical staff, business owners, infrastructure partners, service delivery managers, and other stakeholders to coordinate stability of service for our internal clients. The most important qualifications are a passion for process management and enthusiasm for learning new approaches and driving change. You may be a fit for this role if you: Are open-minded, curious, and resourceful Are passionate about/stay current with modern technologies Solve problems systematically and transparently Share ideas, solicit/integrate feedback, design and solve collaboratively Take an engineering approach and demonstrate automation and security mindsets

Requirements

Bachelor’s degree in computer science, Information Systems, or related field or equivalent work experience
3+ years of IT experience in development and/or support functions in an ITIL delivery model
2+ years hands-on experience in ServiceNow
Demonstrated proficiency with Microsoft Office applications
Exceptional analytical and problem-solving skills
Ability to work independently in a remote environment

Nice To Haves

Experience working with SharePoint, especially in a development or administration role
Advanced Excel skills for data analysis including pivot tables, lookups, and macros
Knowledge of basic scripting or other automation tools
Experience using SQL or similar query languages to retrieve and analyze data
Familiarity with process mapping and project planning tools and techniques
ITIL Foundations certification

Responsibilities

As a Service Management Specialist at Dimensional you will be responsible for the Change and Incident Management processes a well as Service Level reporting.
Perform day-to-day activities supporting a broad range of ITIL Disciplines including Incident Management, Change Enablement, Problem Management, Configuration Management and other ITSM Services
Provide analysis, guidance and measurement of infrastructure and technology providers' performance against committed service levels
Collaborate with key stakeholders and program teams in compiling, analyzing, and interpreting data
Review and maintain ITSM Process and Operating Procedures documentation
Review policy, processes, procedures, and work instructions to identify and implement improvements
Participate in defining, planning, and justifying initiatives to develop/implement automated and non-automated components of new or changed processes
Understand the relationships, dependencies, and impact of neighboring business functions
Build and maintain internal and client relationships to support the achievement of business objectives
Work independently or as a project team member, on issues ranging from small and simple to large and complex, leveraging skills in multiple disciplines and products
Develop and manage ad hoc ITSM reporting requests