ITIL Service Management Expert

3 weeks ago


Cheltenham, Gloucestershire, United Kingdom KnowBe4, Inc. Full time
Job Title: ITIL Service Management Expert

We are seeking an experienced ITIL Service Management Expert to join our team at KnowBe4, Inc. This role will form part of the Service Management function and consists of the Service Management Manager, and two Service Management Analyst roles.

The ideal candidate will have a strong understanding of Service Management frameworks and governance best practices.

Responsibilities:
  • Maintain a clear timeline of activities related to Major Incident Management, including chairing and coordinating Service Bridge meetings.
  • Document and share internal updates, as well as provide customer updates via the Service Status page.
  • Create Major Incident Reports for aligned customers.
  • Trending of Incident records to identify potential Problem records, track SLA achievement, and chase for resolution or escalate where required.
  • Track quality of tickets logged and provide feedback to teams based on categorization, priority, and level of detail.
  • Identify and create or triage incoming Problem records, manage Problem records for internal and customer issues.
  • Coordinate investigations with resolver groups to identify Root cause(s), Workarounds, and resolution.
  • Communicate when workarounds have been identified with internal resolver teams.
  • Communicate with Customers when Problem tickets have a resolution date set.
  • Review incoming changes for quality and adherence to minimum data requirements, gather technical and customer approvals as required.
  • Track Change progression and completion, follow process based on success or failure.
  • Maintain the Forward Schedule of Change (FSoC).
  • Provide daily/weekly communications on change activity to stakeholder groups.
  • Manage CAB meetings accordingly.
Required Skills and Qualifications:
  • ITIL V3/4 certification
  • Proven experience in Service Management
  • Strong knowledge of Service Management frameworks and governance best practices

Salary: $90,000 - $110,000 per annum, depending on experience.



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