Service Management Specialist

Service Management Specialist

QUALIFICATIONS AND JOB DESCRIPTION

·         BS in Engineering, or related fields,

·         3+ year experience in Service Management (SM)

·         Experience with Incident Management, Request Fulfillment, Problem Management, Change Management, Configuration Management, Service Catalogue Management & Service Level Management

·         Self-starter, energizing, results oriented and able to multi-task

·         ITIL Foundation qualification, or equivalent

·         Familiarity with SM Management tools (BMC Remedy, ServiceNow, HP SM, CA Service Desk etc.)  operation and implementation

·         Ability to solve challenging problems and deliver timely and high quality design solutions when presented with conflicting requirements, business demands, and technical risks

·         Able to handle rapidly changing, high visibility-high stress situations

·         For male candidates; military service should be completed.

·         Strong documentation experience & skills,

·         Excellent communication capability,

·         Strong planning ,organizing and problem solving skills

·         Presentation negotiation and conflict management skills

·         Proven ability to work with diverse groups.

·         Ability to organize and analyse detailed information

·         Ability to manage timelines, dependencies, deliverables.

 

Job Description

·         Periodically measuring & reporting service management (SM) processes performance

·         Execute the strategy, policies and their corresponding standards, procedures and guidelines for SM

·         To ensure the establishment, implementation and continuous improvement of ISO 20000:2018 Service Management System

·         To provide communication with the supplier company of ITSM tool in order to manage and report requests, incidents and problems.

·         Controls to ensure quality is maintained to meet business objectives

·         Executes the Problem Management tasks in adherence with company requirement

·         Coordinates and manages the Problem Management process activities

·         Identifies and plans Problem Management process improvement tasks

·         Own and operate the Service Catalogue Management Process, ensuring that changes are approved and communicated before release

·         Ensure Service Requests and workflows are correctly assigned and include appropriate approvals where relevant

·         Publish Service Requests and provide notification and education in their use with relevant requesters

·         Manage feedback on Service Catalogue and use this as input into CSI

·         Execute & control SLAs/OLAs/KPIs in place and regularly provide SM reports

·         Execute and control on SLA targets, Operational Level Agreements (OLA’s)

·         Documentary evidence that issues raised at service and SLA reviews are being followed up and resolved

·         Defining and creating reports on Continual Service Improvement critical success factors (CSFs), key performance indicators (KPIs) and CSI metrics

·         No delays in the production of service management