Service Operations Specialist II

2 weeks ago


Plano, Texas, United States Toyota Full time

Join Our Team at Toyota

Are you ready to advance your career with a leading automotive company? At Toyota, we recognize the value of our skilled workforce and prioritize the professional development of our associates. We believe in promoting from within whenever possible, and we encourage you to explore this opportunity.

About the Role

The Connected Technologies division at Toyota is dedicated to providing cutting-edge user experiences and innovative technologies for our Toyota and Lexus vehicles. We are seeking a dedicated and enthusiastic Service Operations Specialist II to join our expanding Software Engineering Group. In this role, you will play a key part in supporting and executing problem management protocols, which include creating necessary Technical Business Processes (TBPs), identifying and monitoring countermeasures, and serving as a champion for recurrence prevention.

Your Responsibilities

  • Ensure adherence to IT Service Management (ITSM) practices in critical areas such as Incident, Problem, Change, and Release Management.
  • Enhance and refine existing Service Management Practices as necessary.
  • Collaborate with both business and IT stakeholders to guarantee the effective delivery of software and systems that meet business goals and support ongoing operations.
  • Assist Program/Project Managers and development teams in planning and maintaining the Forward Schedule Release Calendar, ensuring timely communication of release schedules and updates to all relevant parties.
  • Conduct reviews for release readiness and lead go-live activities, including executing deployment plans and checklists.
  • Document and clarify the organization’s release controls for development and support teams.
  • Manage all changes in a structured manner, covering standard, normal, and emergency maintenance related to business processes, applications, and infrastructure.
  • Participate in and lead the Change Advisory Board (CAB), ensuring it has the necessary information to assess changes and oversee expedited and emergency changes.
  • Evaluate all Requests for Change (RFCs) to assess their impact on business processes and IT services, ensuring no unacceptable risks are introduced.
  • Ensure all changes are logged, prioritized, categorized, assessed, authorized, planned, and executed in a controlled manner.
  • Oversee the resolution of all P1 incidents and selected P2 incidents, ensuring they are processed through the appropriate problem management protocols.
  • Coordinate Post Change reviews with change owners and integrate any follow-up actions into the Problem Management / Root Cause Analysis processes.
  • Engage in the problem management process to identify root causes of technology issues, enhancing system availability and managing the lifecycle of problems.
  • Analyze incident trends to identify chronic issues that may require proactive problem management.

Your Qualifications

  • Proven experience in IT operations and IT Service Management roles.
  • Familiarity with IT Service Management and ITIL practices, with certifications in Incident, Change, Release, and Problem Management preferred.
  • Knowledge of deployment methodologies such as Agile, CI/CD, Blue/Green, and Canary.
  • Experience in project management, with an understanding of tools and phases of the project lifecycle.
  • Solid grasp of the software development lifecycle.
  • Understanding of configuration management principles.

Preferred Qualifications

  • Bachelor's Degree or equivalent relevant experience.
  • ITIL Certification (version 3 or 4) is a plus.
  • Strong knowledge of ITIL best practices.
  • Experience with JIRA Service Management and/or ServiceNow.

What We Offer

During the interview process, our team will share details about our competitive benefits and career development opportunities. Highlights include:

  • A collaborative work environment that values teamwork, flexibility, and respect.
  • Professional growth programs and tuition reimbursement to support your career advancement.
  • Team Member Vehicle Purchase Discount.
  • Comprehensive health care and wellness plans for you and your family.
  • Flexible work options, including flextime and virtual work arrangements.
  • 401(k) Savings Plan with company match and annual contributions from Toyota.
  • Paid holidays and time off.


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