IT Service Management Specialist

4 weeks ago


New York, New York, United States City of New York Full time

Job Title: IT Service Management Specialist

Job Summary:

The City of New York is seeking an IT Service Management Specialist to join our team. As a key member of our Bureau of Business Information Technology (BIT), you will be responsible for evaluating, designing, and implementing IT Service Management processes and tools. This role will also involve supervising the work and activities of Junior, Mid-level, and Senior Service Technicians.

Key Responsibilities:

  • Administer, support, and upgrade all Service Desk-related tools/software deployments and relevant components in maintaining the infrastructure and applications.
  • Perform periodic annual updates to administer the Service Desk's day-to-day operations effectively.
  • Serve as Subject Matter Expert (SME) for all Service Management tools, with an understanding of their architecture and functionality.
  • Administer all Service Desk Operations and supervise the activities/work of Junior, Mid-level, and Senior Service Technicians.
  • Develop and maintain all technical and procedural documentation about enterprise mobile device configurations, technical support, processes, and procedures.
  • Administer Agency's Information Technology Asset Management Inventory and maintain BIT's CMDB for proper asset tracking of all hardware, software, and application.
  • Increase uptime and compliance by modifying the existing program for reporting Key Performance Indicators (KPI) for the Service Desk; minimize risks by automating, writing, and documenting change management procedures within the footprints system.

Requirements:

  • A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
  • A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
  • Education and/or experience which is equivalent to "1" or "2" above.

About the City of New York:

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.



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