Minimum 2-3 years in IT Service Management - incident /problem/ change
Ability to gather and maintain a wide array of data, analyse data, preparing reports, and introduce process improvements throughout the reporting process along with excellent and technical skills
Experience in exercising judgment while analysing and interpreting data to ensure a high level of accuracy, timeliness, and usefulness for account
Demonstrated expertise to prepare required documents and presentations as required
Proven expertise to ensure high level security, accuracy, and efficiency, demonstrate attention to details
Preferred Education: Master's Degree
Preferred Professional and Technical Expertise:
ITIL/ITSM Foundation or Intermediate certification
Ability to establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
Intuitive individual with an ability to manage change and proven time management
Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
Up-to-date technical knowledge by attending educational workshops, reviewing publications
Role and Responsibilities:
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
Act as point of contact for all Major Incidents
Obtains authorization for submitted change requests from the Incident & Change Authority
Ensure post review of exception changes to evaluate if the change addressed a real or a perceived exception condition
Utilize the Incident and change in process management reporting system to monitor and track changes
Drive considerable initiative and discernment relative to problem determination / resolution and telephone etiquette
Work with the ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies
Own ITIL Incident management - analyze and design service management processes, research and present standard methodologies, and drive for continuous improvements
Manage weekly and monthly Incident review meetings and provide data metrics to Leadership
How we’ll help you grow:
You’ll have access to all the technical and management training courses to grow your expertise.
You’ll learn directly from expert developers in the field; our team leads love to mentor.
You have the opportunity to work in many different areas to determine what really excites you.
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.