ITSM Specialist

Role Overview

We are seeking a highly motivated and proactive ITSM Support Specialist to support and enhance ITSM processes in a large, high-tech enterprise. This role involves working in a 24/7 environment to provide global user support, drive adherence to ITSM processes, and collaborate closely with the global technical service desk.

The ideal candidate will have strong knowledge of ITIL processes, willingness to learn and grow, experience in incident and problem management, and a passion for improving and ensuring the quality of ITSM processes across the organization.

Key Responsibilities

ITSM Process Support

• Provide operational support for ITSM processes, including incident, problem, and change management, closely working together with the NXP IT Process Owners.
• Monitor and ensure adherence to ITSM process guidelines, policies, and SLAs across the organization.
• Act as a process champion, promoting awareness and compliance with the NXP ITSM framework globally.
• Collaborate with global teams to improve ITSM processes and enhance service quality.

Incident & Problem Management Support

• Support major incident management efforts by coordinating resolution efforts, escalating appropriately, and ensuring timely communication with stakeholders.
• Manage major incidents (P1/P2) with urgency, coordinating cross-functional teams to restore services as quickly as possible.
• Act as the central point of communication for all stakeholders during incidents, providing regular updates on status, impact, and resolution timelines.
• Assist with the Root Cause Analysis (RCA) process for major incidents and recurring issues, working closely with problem managers and technical teams.
• Proactively identify trends and patterns in incidents and problems to prevent future occurrences.

24/7 Global User Support

• Work in 24/7 shifts to provide real-time support to users globally, ensuring quick resolution of issues and adherence to processes.
• Act as the bridge between the global service desk and IT teams to ensure efficient escalation and resolution of ITSM-related issues.
• Monitor service desk activities to ensure consistent application of ITSM processes and identify areas for improvement.

Process Quality & Continuous Improvement

• Regularly review and audit ITSM processes for quality and compliance, identifying gaps and areas for improvement.
• Work with process owners and stakeholders to implement changes that improve efficiency and effectiveness.
• Develop and deliver training and documentation to ensure teams are equipped to follow ITSM processes correctly.

Qualifications

Required:

• 3+ years of experience in ITSM support or a similar role in a large, high-tech enterprise.
• Strong understanding of ITIL frameworks and ITSM tools (e.g., ServiceNow).
• Experience supporting incident and problem management processes, including major incidents.
• Familiarity with working in a 24/7 operational environment, including shift rotations.
• Excellent communication and collaboration skills, with the ability to interact effectively with global teams.
• A proactive positive mindset, with a focus on process improvement and operational excellence and an ambition to learn and grow.

Preferred:

• ITIL v4 Certification (Foundation or higher).
• Experience with monitoring tools and automation processes to enhance ITSM operations.
• Knowledge of service desk operations and customer support principles.
• Ability to analyze incident and problem trends using data and reporting tools.

Key Attributes

• Proactive and Detail-Oriented: Actively identifies process gaps and works to resolve them.
• Collaborative and Team-Oriented: Builds strong relationships across global teams to ensure seamless ITSM process execution.
• Resilient and Flexible: Thrives in a 24/7 environment, managing high-pressure situations with professionalism.
• Problem-Solver: Leverages analytical skills to identify and address process issues effectively.

What We Offer

• A challenging and rewarding role in a fast-paced, high-tech enterprise environment.
• Opportunities for professional development and certification.
• Competitive compensation, including shift allowances for 24/7 operations.
• A culture that values innovation, teamwork, and continuous improvement.

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