IT Service Management Professional

3 weeks ago


Cheltenham, Gloucestershire, United Kingdom KnowBe4, Inc. Full time

Job Overview:

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  • ">
  • The Service Management Operations Specialist role is part of the Service Management function within KnowBe4, Inc.">
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About the Role:

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The Service Management Analyst will form part of a team that manages and maintains working practices, influences adoption, and provides governance for all Service Management principles. This role will work closely with the Service Management Manager to ensure seamless operations.

">Responsibilities:">
  • ">
  • Major Incident Management:">
    • ">
    • Chair and coordinate Service Bridge meetings.">
    • Maintain a clear timeline of activities.">
    • Document and share internal updates.">
    • Provide customer updates via the Service Status page.">
    • Create Major Incident Reports for aligned customers.">
    ">
  • Incident Management:">
    • ">
    • Trend 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 categorisation, priority, and level of detail.">
    ">
  • Problem Management:">
    • ">
    • 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.">
    ">
  • Change Enablement:">
    • ">
    • Review incoming changes for quality and adherence to minimum data requirements.">
    • Gather technical and customer approvals as required.">
    • Track Change progression and completion, following 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.">
    ">

Requirements:

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  • ">
  • ITIL V3/4 certification.">
  • Proven experience in Service Management.">
  • Strong knowledge of Service Management frameworks and governance best practices.">
">

Estimated Salary Range: $60,000 - $80,000 per year, depending on location and experience.



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