IT Service Management Specialist

Manage IT changes, release, and assist with incident management, ensuring smooth service delivery.

Key Responsibilities

Change/Release Management

• Lead and manage the change and release management lifecycle, ensuring minimal disruption to IT services.
• Collaborate with development, operations, and other IT teams to plan and execute changes, releases, and deployments.
• Utilize ITSM tools to manage change requests, releases, and documentation, ensuring adherence to established protocols.
• Develop and maintain comprehensive documentation for change and release processes, promoting best practices and consistency.
• Analyze and optimize change and release management processes to enhance efficiency and effectiveness.
• Proactively identify potential risks and issues, taking corrective action to ensure smooth transitions.

Incident/Problem Management (Assisting NOC Team)

• Assist the Network Operations Center (NOC) team in logging, tracking, and escalating incidents.
• Collaborate with the NOC team to investigate and diagnose the root cause of incidents.
• Support the NOC team in communicating with users regarding incident updates and resolution progress.

IT Management

• Assist with IT asset management, including tracking inventory, software licenses, and hardware lifecycles.
• Manage the acquisition and renewal of software licenses, ensuring compliance with licensing agreements.
• Maintain relationships with IT vendors, negotiating contracts and managing service level agreements (SLAs).
• Generate reports on IT service performance and identify areas for improvement.
• Support the implementation of new IT services and technologies.

Required Skills and Qualifications:

Must-Have

• Proven experience in IT service management, with a focus on change/release management and IT administration.
• Solid understanding of ITSM principles and experience with ITSM tools (e.g., Jira).
• Experience with software license management and vendor management.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication and collaboration skills, with the ability to explain complex technical information clearly.
• Ability to multitask, prioritize, and manage time effectively in a dynamic environment.

Nice-to-Have

• Practical experience deploying software applications and updates.
• ITIL® Foundation certification.