ITSM Process Specialist

Job Description
ITSM Process Specialist

Managed Service Delivery - Service Enablement
Award: Professional Employees Award
Position-17318

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Data 3’s vision is to harness the power of people and # technology for a better future. These core values define the expected behaviours of our people, which in turn shape the culture of our business.

The primary purpose of this role will be to support ITIL aligned core processes, including providing guidance to operational teams to effectively minimise ongoing impacts to service.

Position Purpose:

Direct Reports: 0
Position Profile: 2

Reporting To: Manager ITSM Process and Risk Compliance
Department: Managed Service Delivery - Service Enablement
Line of Business: Services

Position Description

ITSM Process Specialist
Services - Managed Service Delivery - Service Enablement
Vision & Core Values

Key Responsibilities

As part of the process team, provide a point of contact responsible for operating, managing, and governing core processes - IT Asset, Configuration, Incident, Requests, Change, Knowledge and Problem Management across the MS business unit and clients.

• Work with internal and external stakeholders to embed the processes within MS delivery.
  
• Responsible for the ongoing maturity of the processes across the business unit.
  
• As part of the team, will be responsible for providing operational reporting and metrics for the MS business unit
  
• Educate service owners/leads to use metrics for their own services, and to drive ongoing CSI activities.
  
• Own process documentation: including creation, updating, and using for training as required.
  
• Conduct Incident trending, using data analysis to minimize the impact of future similar Incidents
  
• Work to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
  
• Coordinate problem resolution across internal support groups, vendors, suppliers, and customers
  
• Directing operational teams to conduct investigations to establish root cause and implement corrective actions.
  
• Accountable for the delivery of Root Cause Analysis and problem resolution.
  
• Collaborate with clients and where required third party vendors to both maintain and build on relationships between CI’s to gain a complete understanding of the technology landscape
  
• Reconciles Completeness and Accuracy of CI data against agreed Data Sources, and evaluates any exceptions
  
• Support process deployment to new clients, with an in-depth understanding of contractual support requirements
  
• Identify and implement continuous improvement opportunities across the processes.
  

Additional Responsibilities

• Uphold and adhere to Data#3's core values, guidelines, policies and procedures
  
• Represent Data#3 in a professional manner and provide excellent customer service to our internal and external customers.
  
• You are required to perform your duties safely without risk to your own health and safety or the health and safety of others
  
• You are required to be flexible to work in additional roles or capacities or take on additional or varied duties, as may be assigned to you, that you are skilled and capable of performing.
  
• Data#3 may alter your position, position description, position title, location and responsibilities in accordance with changing business needs and priorities.
  

As part of your position, in addition to (c) above, you:

• may be required to perform your duties off-site, including at customer, vendor/partner and supplier sites, which require, as a condition of entry, you to hold a National Police Certificate;
  
• may be responsible for accessing internal and third party computer systems containing highly sensitive confidential corporate and personal information;
  
• may be engaged in capacities that require Data#3 to have the highest degree of confidence that you will perform your duties with a high level of honesty and integrity. Accordingly, the satisfactory completion of a National Police Certificate is an inherent requirement of your position.
  

Key Experience, Skills & Abilities

Experience

• Proven operational ITSM process management experience following the ITIL framework
  
• Demonstrable process deployment and continual service improvement experience
  
• Previous recent exposure to working in the ServiceNow platform desirable
  

Skills

• Strong communication skills essential.
  
• Strong influencing and relationship management skills.
  
• Excellent ability to manage multiple high priority activities.
  
• Flexibility to adjust to changing requirements, schedules and priorities.
  
• Self-driven and resourceful to achieve goals independently, as well as work well in groups.
  
• High level of IT literacy – MS 365 (Word, Excel, PowerPoint and SharePoint).
  

Ability

• Personal resilience - Operates with the leadership team of the Managed Services BU adding to the level of energy and enthusiasm for improvement, change and innovation over extended periods of time
  
• Self-sufficiency - The ability to self-govern own learning and training requirements
  
• Tenacity - The ability to navigate past setbacks in order to achieve business outcomes.
  
• Regulation - Consciously manages personal contributions to accurately articulate advice and recommendations, to educate and create understanding amongst juniors, peers, managers, executives, and customers
  
• Adaptability - Manages away from perfection, is able to tailor capabilities, methods and subject matter expertise to create new solutions and IP, mindful of finding a pragmatic balance between customer demand, business urgency, and best practices
  

Key Qualifications, Certifications & Training

Qualifications

• University degree in an IT Discipline, or equivalent in years of progressive experience in enterprise level IT environments.
  

Certifications

• ITIL v3 Foundation certification as a minimum
  

Requirements
Requirements Completed post-secondary education preferred Minimum 2 years business experience in IT related industry High level of commitment to exceptional customer service Able to problem solve and take ownership of issues and drive to resolution Works well under pressure and can re-prioritize as needed High level of attention to detail Microsoft Licensing knowledge is an asset Proficient in MS Office tools – Outlook, Excel, PowerPoint, Word, TEAMS Working knowledge of SFDC and SAP would be an asset