IT Service Management Associate - Remote

Overview

The IT Service Management Associate will be responsible for the end-to-end processes and service management function, driving our end user experience and efficiency.

In Short

• Responsible for end-to-end IT service management processes.
• Drive end user experience and efficiency.
• Custodian of all IT processes.
• Identify improvement opportunities across incident, problem, and change functions.
• Work closely with engineering teams to implement automation.
• Build and document SLAs, KPIs, and XLAs.
• Drive improvement plans and identify trends.
• Support business plans feeding into overall strategy.
• Gain stakeholder understanding and agreement.
• Provide actionable insights.

Requirements

• Experience in IT service management.
• Knowledge of incident, problem, and change management.
• Strong analytical skills.
• Ability to work with engineering teams.
• Excellent communication skills.
• Experience in building SLAs and KPIs.
• Understanding of automation processes.
• Ability to identify trends and insights.
• Stakeholder management experience.
• Strategic thinking skills.

Benefits

• Opportunity to work with a global leader in cybersecurity.
• Engage in innovative projects.
• Collaborate with engineering teams.
• Professional development opportunities.
• Dynamic work environment.
• Competitive salary and benefits.
• Work with cutting-edge technologies.
• Contribute to improving IT processes.
• Be part of a mission-driven organization.
• Flexible working arrangements.