Global IT Service Management Coordinator

3 weeks ago

Remote, United Kingdom PSI Services Full time

Posting Details
- Posted: February 13, 2023Full-Time
- Locations- Showing 1 locationRemote, EMEA 00000, GBR
- Job DetailsDescription

**About PSI**:
At PSI, our mission is to help people meet their potential. That is our core purpose, enabling our vision to empower people in their careers and drive organizational success. We achieve this by being the one workforce solutions provider that fuses science, technology and expertise to deliver best-in-class testing, assessment and development products and services.

PSI’s culture is as strong as the people who embody our core values. These include our drive to work together as one team, to be dependable in our pursuit of rigor and excellence, to value people and respect everyone’s talents, to embrace diversity in perspectives and culture, and to think creatively with the willingness to experiment.

**About the Role**:
The Coordinator of IT Service Management will report to the Manager of Global IT Service Management.

The position is responsible for the upkeep and smooth operations of Incident Management and Change Management processes. The coordinator will oversee all aspects of the incident management process during a major incident, from evaluation through to resolution. The coordinator will identify the correct technical teams required to investigate and resolve an incident. They will set up an incident management call to include the technical teams, the support teams and any other required stakeholders, for the purposes of tracking, investigating, remediating and reporting progress on the issue. The coordinator will take ownership of providing regular status updates to all business stakeholders, using the systems and process provided.

The coordinator records details of all issues and resolution steps and helps to collate and document any remediation tasks recommended by the technical teams to prevent similar issues recurring.

The position must be located in the United Kingdom and successfully obtain the United Kingdom CTC (Counter Terrorist Check) clearance. The average working hours per week is 40. Due to the nature of the job, the person must be available during non-business hours if emergency/urgent business situations arise. The Specialist must make reasonable time availability to the colleagues in both the USA and the UK. Some travels may be required within the UK and abroad to the United States when warranted.

**Role Responsibilities**:
The Service Management Coordinator role is primarily responsible for the following areas: The duties are parsed on percentage of engagement.

**Change Management (10%)**:

- Work with technical teams to ensure that Change Management processes are followed at all times
- Work with the technical teams to facilitate and co-ordinate the change review process
- Review all Change Requests to ensure that they are properly documented and approved
- Support communication efforts for Change Management.
- Review and assess the impact of any proposed change.
- Authorize and approve minor/low change requests at the discretion of the Manager of Service Management.
- Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes.
- Coordinate and conduct meetings with Emergency Change advisory board (eCAB) to discuss higher risk changes required on an emergency basis.
- Authority to implement or reject a change at the discretion of the Manager of Service Management.
- Prepare Change Summary Sheet that summarizes all RFC’s. This sheet helps the CAB team to understand and evaluate the proposed change.

**Asset Management / CMDB (20%)**:

- Identify and document any CMDB data gaps or inconsistencies while carrying out the Change Management and Incident Management processes
- Support the ITSM and technical teams with reviewing and updating the CMDB data.
- Support any audits, certifications or governance related to the CMDB.

**Problem and Incident Management (70%)**:

- Responsible for end-to-end management of major IT incidents when they occur.
- Coordinate the response to major incidents, including identification and communication with technical teams required to resolve the issue, support teams logging the issue and providing sign-off on resolution, and any business stakeholders.
- Review available information to figure out severity of the service interruption and decide the course of action to determine cause(s) and steps needed for business recovery.
- Clearly communicate outage updates throughout the organization including the senior leadership team, according to documented process.
- Adhere to defined reporting requirements for the management of the incident, outage and problem management processes.
- Conduct Root Cause Analysis (RCA), Port Mortem and Problem Management meetings, and document any actions, action owners and action timelines.
- Create and review incident and problem management reports and distribute to all stakeholders.
- Assist with the review, assignment and classification

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