IT Service Management Specialist
7 days ago
About the Role
Local Government Federal Credit Union is seeking an IT Service Management Specialist to join our team. This role plays a crucial part in ensuring efficient and effective delivery of IT services. The successful candidate will be responsible for analyzing and improving IT service management processes, monitoring and reporting on IT service performance, identifying areas for improvement, and implementing solutions in line with ITIL best practices.
Key Responsibilities
- Process Improvement: Review and evaluate current ITSM processes to identify areas for improvement and implement continuous improvement initiatives to enhance efficiency and effectiveness.
- Change Management: Administer the IT change management process, ensuring changes are assessed, approved, implemented, and reviewed in a controlled manner.
- Disaster Recovery: Assist with disaster recovery (DR) coordination, ensuring that technology systems and operations can quickly recover from unexpected disruption.
- Knowledge Management: Administer the knowledge management strategy, ensuring that valuable information is effectively captured, organized, and shared.
- Business Process Redesign: Assist in business process redesign and documentation as needed for new technology and translate high-level business requirements into functional specifications for the Technology organization.
- Performance Monitoring: Track key performance indicators (KPIs) and service level agreements (SLAs) to ensure IT services meet business requirements.
- Incident Management: Manage and prioritize incidents to ensure timely resolution and minimize business impact.
- Root Cause Analysis: Conduct root cause analysis for recurring issues and implement corrective actions to prevent future occurrences.
- Change Coordination: Coordinate and manage changes to IT services, ensuring minimal disruption and adherence to change management protocols.
- Configuration Management: Maintain and manage the configuration management database (CMDB) to ensure accurate and up-to-date information.
- Service Request Handling: Handle and fulfill service requests, ensuring they are processed efficiently and effectively.
- Documentation: Develop and maintain comprehensive documentation for ITSM processes and procedures.
- Collaboration: Work closely with IT teams, stakeholders, and external vendors to ensure alignment with business objectives and requirements.
- Training and Support: Provide training and support to IT staff and end-users on ITSM processes and tools.
- Tool Optimization: Configure and optimize ITSM tools and technologies to support IT service management processes.
Requirements
- A minimum of 4-6 years of proven experience in IT service management or a related IT role.
- ITIL Foundation certification or obtained within 1 year of employment.
- Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
- A strong understanding of ITIL best practices and frameworks.
- The ability to analyze data and metrics to identify trends, issues, and areas for improvement.
- Strong problem-solving abilities to conduct root cause analysis and implement effective solutions.
- Excellent verbal and written communication skills to interact with stakeholders at all levels.
- Strong organizational skills to manage multiple tasks and priorities simultaneously.
- Keen attention to detail to ensure accurate documentation and compliance with ITSM processes.
- A basic understanding of project management principles.
Salary Range: $80,000 - $110,000 per annum, based on location and experience.
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