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Service Management Specialist
2 months ago
ROLE SUMMARY //
We are seeking a skilled Service Management Specialist to become a part of our Technology Division on a Fixed-Term Contract.
The ideal candidate will possess a comprehensive knowledge of ITIL V3 and V4 and have experience in a Service Management role within a professional services context, particularly focused on Incident and Problem Management.
We welcome applications from individuals with a background in legal or other professional services sectors.
PRIMARY DUTIES //
The primary duties associated with this position are outlined below, and additional responsibilities may arise. Flexibility to work outside standard hours may be required.
- Oversee and coordinate significant incidents and related issues.
- Perform regular quality assessments on tickets to ensure that all incident and problem documentation is accurately managed by support teams (across Technology) with appropriate classifications, priorities, and summaries.
- Facilitate weekly meetings focused on problem management to evaluate the status of ongoing problem records and establish priorities for the upcoming week.
- Develop and enhance ITIL Standards concerning Incident and Problem management.
- Proactively manage the Incident and Problem management processes to minimize business disruption and initiate escalation procedures as necessary.
- Act as the Major Incident Manager when required during Critical and High Priority incidents.
- Generate and present Incident & Problem Reports within established timelines.
- Collaborate closely with all Technology teams to ensure effective resolution of incident and problem records, adhering to the incident and problem management framework.
- Work in partnership with the IT Service Operations team (IT Service Desk, 2nd Line Support, etc.) to identify and implement enhancements for incident logging and trend analysis.
- Contribute to the improvement of our current ITSM tools, ensuring they evolve to meet business needs.
CANDIDATE REQUIREMENTS //
Applicants for this role should possess:
- ITILv4 Foundation Certification
- Proven experience as a Problem Analyst utilizing the ITIL problem management framework.
- Demonstrated experience as an Incident Analyst applying the ITIL incident management framework to effectively manage and coordinate major IT incidents.
- Familiarity with ITIL Service Support and Delivery processes.
- Experience in managing a Service Catalogue.
- Prior experience in administering or configuring ITSM platforms (desirable but not mandatory)
- Strong reporting and trend analysis capabilities.
- Proactive approach with the ability to lead and manage ad-hoc and virtual teams (including third-party suppliers and vendors) to resolve issues effectively.
- Experience in utilizing various toolsets, expertise, and knowledge bases for investigations.
- A common-sense approach to decision-making to achieve optimal outcomes for the Technology team and the business.
- Exceptional interpersonal and presentation skills.
- Outstanding verbal and written communication abilities.
- Flexibility and adaptability in decision-making.
- Proven ability to think ahead, prioritize, and organize resources effectively.
- Capability to design and create processes that align with business needs, guided by existing procedures and guidelines.
