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.