ITSM Support Specialist
Core
Ensure service requests, incidents, and problem management activities run efficiently and accurately by partnering with users and stakeholders to gather requirements and coordinate outcomes.
Role type
ITSM Support Specialist
Builds
High-quality customer outcomes through efficient service delivery and process improvement.
Domain
IT Service Management / Enterprise IT Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL 4 practices, ITSM platform familiarity, requirements gathering, SLA monitoring, incident management, problem management, root cause analysis, stakeholder communication
Preferred skills
Experience in customer service or service desk environments, familiarity with BMC Helix, ServiceNow, Jira Service Management, Ivanti
Technologies
BMC Helix, ServiceNow, Jira Service Management, Ivanti
Responsibilities
Support Service Request, Incident, and Problem Management processes; Engage with users to gather requirements and clarify needs; Monitor service requests to support SLA performance; Communicate updates and progress to users and stakeholders; Maintain and improve the service catalogue and documentation; Assist with creating user stories and process maps; Participate in Major Incident Management activities; Support root cause investigations and problem management activities
Seniority
Entry to Mid-level, hands-on IC
