Job Requirements

ITSM Operations Technician

The ITSM Operations Tech for has primary responsibility to assist and lead service operations in accordance with Change, Incident, and Problem Service Level Agreements (SLAs), maintain compliance documentation and promote ITIL practices and standards. 

Job Duties:

Manage change tickets within the Mission Critical, and Helios environments.Represent the overall ITSM team in critical incidents during IST (Indian Standard Time) working hours and ensure coherence with ITSM/ITIL process.Assist in developing and delivering change, incident, problem and defect metric reporting to ensure SLA compliance with support and development teams.Management and facilitation of documentation for ITSM support processes.Ensure that ITSM processes and compliance are adhered to by support teams and established SLAs are met.Support ITSM processes, ensuring that they can be effectively executed by identifying changes to workflow, monitoring progress, performing audits and improving overall efficiency.Assist with problem management that determines root cause of system interruptions and permanent actions to eliminate repeat occurrences.Assist in production outage resolution to drive Mean Time To Repair (MTTR) metrics. Assist in defining organizational processes and controls designed to deliver IT services to meet business objectives efficiently, effectively, and reliably. Support enhanced functionality based on Continual Service Improvement requirements/changes.Supports business goals by identifying opportunities for improvement and evaluate IT performance against best practices.  Additional duties as assigned by ITSM Operations management.

Basic Qualifications:

Requires a college or university degree, technical certification or equivalent experience.1 or more years of experience working in technology ITSM operations.Experienced with the use of ServiceNow or similar ITSM software (ie Remedy), specifically Incident Management and Problem ManagementITIL V4/V3 Foundations certification or knowledge Front line support and escalation experienceUnderstanding of cloud hosted environments (AWS, Microsoft)

Top Candidates Will Have:

Strong analytical, planning and communication skillsITIL V4 Certification (Desired)Organizational Incident, Problem, and Change Management experienceAWS Practitioner Certification (Desired)