Jobs, fresher vacancy - Service Management Specialist • Northern Ireland

Company: Telefonica Tech

Northern Ireland

Job DescriptionThe Role:This role is well suited to the experienced IT professional who would relish to chance to operate both as part of a team of fellow professionals, but also with the drive and initiative to work with autonomy.Key Responsibilities:Responsible for the deployment of the processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessaryResponsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and data standards.Coordinate and collaborate process delivery involving internal support groups, vendors, suppliers, customers and manage any roadblocksInterfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processesManages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes • Ensure that KPIs are reported, and their targets metCoordination with suppliers, contractors, 3rd parties, etc.Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructionsPlease note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implementedSkills & Experience:Operational ownership of one of at least one of the following processes:Configuration and Asset ManagementSoftware Asset ManagementIncident ManagementRequest ManagementKnowledge ManagementProblem ManagementChange and Release ManagementITIL Operational experience and a strong knowledge of ITIL v3 and ISO 20000A track record of operating and managing within an IT Service Management environmentGood level of technical understandingTrack record for delivering demand reduction and shift left mentalitySuccessful track record of achieving performance and delivery targetsExperience (desirable):Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixingITIL Intermediate / Practitioner certified