Work Setup
Full Time, Regular role
Work Shift: Shifting Schedule
Hybrid Setup, working onsite once a week
Key Responsibilities
As part of the process team, provide a point of contact responsible for operating, managing, and governing core processes - IT Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management across the MS business unit and clients.
- Work with internal and external stakeholders to embed the processes within MS delivery.
- Responsible for the ongoing maturity of the processes across the business unit.
- As part of the team, will be responsible for providing operational reporting and metrics for the MS business unit
- Educate service owners/leads to use metrics for their own services, and to drive ongoing CSI activities.
- Own process documentation: including creation, updating, and using for training as required.
- Conduct Incident trending, using data analysis to minimize the impact of future similar Incidents
- Work to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
- Coordinate problem resolution across internal support groups, vendors, suppliers, and customers
- Directing operational teams to conduct investigations to establish root cause and implement corrective actions.
- Accountable for the delivery of Root Cause Analysis and problem resolution.
- Collaborate with clients and where required third party vendors to both maintain and build on relationships between CI's to gain a complete understanding of the technology landscape
- Reconciles Completeness and Accuracy of CI data against agreed Data Sources, and evaluates any exceptions
- Support process deployment to new clients, with an in-depth understanding of contractual support requirements
- Identify and implement continuous improvement opportunities across the processes.
Key Experience, Skills & Abilities
Experience
- Proven operational ITSM process management experience following the ITIL framework
- Demonstrable process deployment and continual service improvement experience
- Previous recent exposure to working in the ServiceNow platform desirable
Skills
- Strong communication skills essential.
- Strong influencing and relationship management skills.
- Excellent ability to manage multiple high priority activities.
- Flexibility to adjust to changing requirements, schedules and priorities.
- Self-driven and resourceful to achieve goals independently, as well as work well in groups.
- High level of IT literacy – MS 365 (Word, Excel, PowerPoint and SharePoint).
Ability
- Personal resilience - Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement, change and innovation over extended periods of time
- Self-sufficiency - The ability to self-govern own learning and training requirements
- Tenacity - The ability to navigate past setbacks in order to achieve business outcomes.
- Regulation - Consciously manages personal contributions to accurately articulate advice and recommendations, to educate and create understanding amongst juniors, peers, managers, executives, and customers
- Adaptability - Manages away from perfection, is able to tailor capabilities, methods and subject matter expertise to create new solutions and IP, mindful of finding a pragmatic balance between customer demand, business urgency, and best practices
Key Qualifications, Certifications & Training
Qualifications
- University degree in an IT Discipline, or equivalent in years of progressive experience in enterprise level IT environments.
Certifications
- ITIL v3 Foundation certification as a minimum
