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Information Technology Service Management Specialist

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Scottsdale, United States Motion Recruitment Full time

Our client is seeking an ITSM Process Specialist to join their dynamic team. This is a hybrid contract role, local to Scottsdale, AZ.


Contract Duration: 6-Months


Required Skills & Experience

  • Three to five years or more of experience demonstrating extensive subject matter expertise supporting and adhering to an ITSM Problem Management processes.
  • Three or more years of knowledge and experience supporting an ITSM software product, preferably ServiceNow.
  • Experience with monitoring tools, (SiteScope, NNM, Splunk, Netbrain, Dynatrace)
  • ITIL Foundations Certification required.
  • Advanced knowledge of proactive problem management methodologies.
  • Excellent written and verbal communication skills, including process documentation.
  • Strong analytical skillset required.
  • Ability to work independently and in a team is vital.
  • Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.
  • Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.
  • Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.
  • In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
  • A Bachelor’s degree in Computer Science, Information Technology or related field or equivalent work experience.
  • IT Infrastructure Library (ITIL) Foundations certification required.


Desired Skills & Experience

  • Additional experience with other ITSM processes including incident management, change management, reporting and performance analytics, is preferable.


What You Will Be Doing

Daily Responsibilities

  • Develop a solid proactive problem management process.
  • Review system and logs to analyze data and identify areas of opportunity to fix issues before they become service impacting.
  • Engage regularly with stakeholders to gain a deep understanding of problem areas and coordinate investigations to bring resolution.
  • Track identification and resolution through regular and frequent reporting.
  • Accountable for Continual Service Improvements (CSI) to improve the effectiveness and efficiency of our IT processes and services by analyzing and reporting on key metrics.
  • Develop and document training material for Proactive Problem Management Best Practices and other processes and lead the delivery of training presentations to IT teams.
  • As a subject matter expert, and in collaboration with other Process Specialists, maintain a process compliance training program for IT resources by tracking compliance to processes and determining a plan for mitigation of gaps.
  • Create and maintain documentation for new and existing processes, including but not limited to workflows, procedures, policy statement.
  • Participate in requirements gathering for enhancements to processes or new features/functionality using the ITSM software product.
  • Develop use case scenarios to use in the ITSM software product for use in UAT or other regression testing, and actively participate in UAT testing.
  • Work closely with service, product, and business owners to integrate service management practices into the delivery of IT services.
  • Support, promote and ensure consistent alignment to IT standards, processes, and tools.