Service Controller Specialist

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.