IT Service Management Specialist
2 months ago
We are seeking an ITSM Specialist to join our team at Teranet. As a key member of our IT department, you will play a critical role in coordinating all activities related to our core IT Service Management processes. Your primary focus will be on ensuring that our systems perform optimally and meet our contractual obligations for uptime.
Key Responsibilities- Coordinate Change Management activities, including preparing for weekly CAB meetings and reviewing Change Requests to ensure proper documentation and risk identification.
- Develop and maintain the ServiceNow Portal workflow, which serves as a service catalogue for clients to submit requests for various services.
- Monitor and report on change success rates, conduct Post Implementation Reviews on failed changes, and manage multiple stakeholder needs and resource constraints for any given change.
- Coach IT staff on process and how to fill out change requests properly, lead CAB meetings, and drive Major Incident/Problem process from start to completion point.
- Monitor Incident and Problem activities of service delivery teams, identify areas for improvement, and ensure process adherence during major incident war room situations.
- Conduct Incident reviews, document action items, and manage them to completion, and recommend and document ITSM process improvements.
- Monitor and report on adherence to ITSM processes by service delivery teams, obtain stakeholder buy-in for process improvements, and provide input to planning and continuous improvement initiatives.
We are looking for a highly skilled and experienced ITSM Specialist who possesses a strong understanding of ITIL best practices and ITIL Foundations V4 certification. You should have excellent interpersonal skills to manage multiple stakeholder groups and technical resources, as well as the ability to simplify complex processes and ideas and communicate them to technical and business resources.
You should have a Bachelor's Degree/3 year College diploma or Equivalent Experience (3 years), and experience of IT Service Management (ITSM), and experience of tools and processes used in implementing a successful ITSM program. You should also have experience and use of ServiceNow ITSM tool suite, and excellent communication, documentation, and presentation skills.
Why TeranetWe are a global innovator in electronic services and solutions who operate one of the most advanced and secure registration systems in the world. We are passionate, driven, resourceful, and authentic, and we continue to thrive because of our people and their powerful ideas, strong team spirit, 'can-do attitude, and unwavering dedication to our business and our clients.
We believe in cultivating a work environment that makes our people feel comfortable, engaged, appreciated, and happy. Our company culture and core values are the core of our identity, and we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported.
What We Offer- Market-competitive pay structures
- Maternity, Parental and/or Adoption Leave Top-Up Program
- Retirement Savings Plans with Employer Matching Scheme
- Ongoing Financial Wellness Seminars
- Corporate Discounted Programs + Wellness Program
- Employee Assistance Program (EAP) for our employees and their families
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