Skills Required • ITIL Release Management Methodology • Strong ITSM Process dept and breadth for Incident management functions • Incident/Problem management tool sets • Incident Management Basic Skill Set (Investigation, Classification, Diagnosis, Resolution, & Recovery) • Software development lifecycle • Advanced leadership and conflict management skills • Strong problem-solving, critical thinking and decision-making skills • Expert knowledge of IT best practices, policies and regulations • Ability to translate technical jargon for non-technical audiences. • Effectively communicate between stakeholders, developers, testers, project managers, program managers and executives • Active listener • Industry practices related to Service Management and Lifecycle
Skills Preferred • ServiceNow ITSM platform knowledge and experience • Project management skills, including organization, planning, time management and prioritization. • Clear understanding of client/server technology and network architecture • Operational, Helpdesk or support background • Leadership and Team Management Skills • Adaptability and Flexibility • Time Management and Prioritization
Experience Required • 2-3 years of work in Incident Management, Problem Resolution and/or Production Support activities. • 3-5 years' experience in Information Technology or a closely related field, with a focus on incident management, problem management or service operations.
Experience Preferred • Experience with ServiceNow • Exposure to Agile Methodology • Experience working in an environment with multi-vendors during system upgrade
Education Required
Bachelor's degree in computer science or IT related field
Education Preferred
Bachelor's degree in computer information systems or IT related field with certifications such as: ITIL.