Description

Job Overview:

This role is part of an impactful service management team focusing on experience and a high level of customer service, delivering the right outcome to Arm.

Responsibilities:

Assisting the ITSM Process Owners with the day-to-day operation, maintenance and improvement of the Service Management processes.

Leading major incident management response on a 16 x 5 rota as required this will include setting up a major incident bridge, assessing business impact, leading the major incident call and sending communications.

Execution of Service Management BAU activities including and not limited to:

  • Change Management assessments and approvals.
  • Knowledge article quality review and addressing feedback.
  • Quality assessments.
  • Trend Analysis.
  • Post incident reviews.
  • Coordination of joiners, movers and leavers.
  • Monitoring and following up of problematic tickets.
  • Preparation and presentation of ticket data at the Daily Service Review.
  • Monitoring and management of ITSM ServiceNow queue.
  • Promoting ticket management standard process across IT and demonstrating our ticket management values.
  • Giving our customers the best possible experience and keeping them up to date, setting realistic expectations.

Required Skills and Experience:

  • ITIL V3 or V4 foundation qualification.
  • 3-4 years relevant experience in an IT environment.
  • At least 2 years experience working directly with ITSM processes.
  • Major Incident Management experience.
  • Strong problem resolution skills and a can do attitude.
  • Consistent track record of effectively prioritizing and completing tasks in a reactive fast paced environment.
  • Good interpersonal skills, self-motivated and the ability to lead by example.

“Nice To Have” Skills and Experience:

  • ServiceNow experience!
  • SIAM foundation.

Education

Any Graduate