IT Service Management Specialist

1 day ago

Johannesburg, South Africa Indsafri Full time

**IT Service Management Specialist**

**Description**:

- The Specialist participates in transformational initiatives as related to ITSM.
- This includes the ongoing definition and improvement of service management processes and supporting tools.
- Processes include incident, change, problem, configuration, request, and service level management processes.
- The Service Management Specialist will provide business analysts services to support our ongoing services as well as searching for areas of improvement.
- He/she will participate in the creation of leading indicators that allow proactive actions within the overall IT landscape.

**Responsibilities**:

- Participate in the development and implementation related to several Service Management processes including Incident, Problem, Change, Configuration, Event, Knowledge, Request and Service Portfolio Management.
- Participate in efforts to implement ITSM technical solutions necessary to automate processes and support the operation of end-to-end IT services delivery and management processes.
- Provide day-to-day monitoring of ITIL based IT business practices.
- Champion ITIL best practices and their implementation throughout Tenneco.
- Assist in defining and providing regular updates to the metrics for operational performance reporting for continual service improvement.
- Build documentation and training for all IT staff.
- Provide guidance and assistance to Service Management Analysts and Specialists in the work.
- Update and enforce Service Management policies and procedures

**Required Skills**:

- Ability to get work done in a matrix organization.
- Interface across the organization with other teams, such as system operations, infrastructure, Application support and Information security.
- Strong operational service management knowledge and skills and understanding of IT operations processes and end to end IT infrastructure components / architecture.
- Analytical demeanour, strong decision-making skills, and the ability to effectively communicate with individuals across all levels the organization.
- Excellent written and verbal communication skills at all levels of the organization.
- Adjust to changing priorities while multitasking effectively.
- Design, evaluate and document processes and lead teams in accomplishing process review and improvement.
- Proficiency in using metrics to measure and model service delivery and drive continuous improvements.
- Experience in managing third party suppliers.

**Education**
- Grade 12
- Bachelors Degree in Computer Science, Engineering or related field required.

**Certification**
- ITIL Foundation

**Experience**
- 5-7 Years of hands-on technical experience performing administration/development specifically with ServiceNow
- Should have working experience in ITSM and ITOM modules in ServiceNow
- Able to develop auto discover probes and business rules to meet requirements
- Demonstrated knowledge of middleware software, office automation, networking, Wintel / UNIX computing.
- Experience working in remote / virtual team and environment.
- Banking experience

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