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It Service Manager - 1385259
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We are seeking a Certified ITIL professional with over 8+ years of experience in ITIL aligned process efforts from design to implementation, operations and service improvement. As a valued team member, this position will focus on utilizing best practice IT Service Management tools and methodologies to develop effective solutions to support IT operational efficiencies and controls.

  • Process design on ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management, Asset Management , Service Desk, Service Level Management
  • Facilitate deep dive workshops for Service Operational & Transition processes like Incident, Service request fulfillment and management, problem management, change, configuration and Knowledge management to ensure a seamless and adequate transition
  • Responsible for eliciting and documenting business and technical requirements as part of discovery assessment
  • Responsible for developing workflows and storyboards that accurately map back to documented business & ITSM requirements
  • Provide solution / design demos to stakeholders on developed solutions and obtain feedback to improve business processes
  • Responsible for establishing performance metrics and reporting across all ITSM disciplines
  • Work with product owners, stakeholders and the ITSM team to prioritize, plan and execute work while balancing technical enhancements, tech debt management and new feature development 
  • Technically advise and provide feedback on solutions and decisions, making sure they align with the strategic vision  

  • 8+ years of experience conducting assessments, designing processes, maintaining and implementing service management solutions
  • Expertise working with Atlassian Service Manager and/or Jira Service Desk ITSM tooling
  • ITIL Foundation Certificate (MP+)
  • Experience leading large IT process improvement projects
  • Ability to think effectively at conceptual, strategic, and tactical levels, with a strong process mindset focused on ITIL / ITSM

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