Specialist, Service Management

The Global Technology team takes great pride in our culture where digital transformation is built into our DNA! As a Specialist, Service Management, you will partner with functional owners and cross-functional teams to drive automation initiatives across diverse operational functions.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent work experience.
• 3+ years of experience in IT service management, problem or incident analysis.
• ITIL v4 Certification preferred.
• Familiarity with RCA methodologies (5 Whys, Fishbone, Fault Tree).
• Effective communication and collaboration skills.
• Understanding of operational metrics and KPIs (MTTD, MTTR, Problem Resolution Rate, etc.).
• Experience working in cross-functional teams.
• Strong problem-solving, communication, and collaboration skills, with a business-oriented mindset to align technical solutions with organizational goals.
• In-depth understanding of Service Management Framework principles and processes and the ability to apply technical knowledge in project or program activities
• Knowledge of Service Management tools: Servicenow, Splunk, Dynatrace, Aternity
• Basic understanding of technology stacks, Cloud Services, Software Development Lifecycle, Core Infrastructure components and interdependencies
• Customer Service: Ability to help clients and/or customers resolve issues and ensure a positive experience
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Ability to communicate effectively (both verbally and in writing) with all the stakeholders.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Analytical Thinking: Knowledge of techniques and tools that promote effective analysis: ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.

Benefits

• Market competitive base salaries, with a yearly bonus potential at every level.
• Medical, dental, vision, life insurance, disability insurance, Paid Time Off (PTO), and leave of absences, such as parental and military leave.
• 401(k) plan with company match (up to 4%).
• Company-funded pension plan.
• Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs.
• Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development.
• Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs.
• Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service.
• Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance.