Information Technology Service Management Specialist
Current• Support the Incident Management, Change Management, and Problem Management processes. This includes an ongoing audit of the tickets to improve customer satisfaction.• Act as Incident Response Coordinator and follow developed Major Incident process for initial and closure communication, scheduled updates to stakeholders, coordination, and timely resolution.• Maintain IT Infrastructure Solutions Knowledge Base for IT Team and end-user consumption.• Track the lifecycle of end-user IT Assets.• Maintain the onboarding and off-boarding intake forms which include standardized personas, equipment, and permissions.• Maintain and update best practices for active users, inactive users, disabled users, and email distribution lists, including standard policies.• Support the Enhancement process by reviewing requests for completeness and ensure proper intake process.• Work with internal and external contacts such as business staff, vendors, and consultants to support delivery of IT services and to discuss business needs and problems to recommend process improvements.• Provide scheduled and established reports on all IT service management areas.• Support, develop, recommend, and implement enhanced processes in all IT service management areas.• Responsible for administration of end-user-facing IT systems such as ITSM Tool, and Zoom, to name a few.• Perform user account administration activities.• Provide support for end-user tickets.• Create, compile, and deliver end-user training materials for common off-the-shelf applications, including newly introduced applications, to business users to increase their familiarity, comfort level and efficiency with these applications.
