IT Service Excellence Specialist at Roth Staffing Companies in Cerritos, California

Job Description:

Title: IT Service Excellence Specialist




Salary: 95-120k




Location: Cerritos CA (Onsite)




Direct Hire




Interviews: 1st phone screen, 2nd Onsite




Requirements:

• 2-5 years of experience in IT Service Management, IT Operations, Service Delivery Management, or similar roles.


• Working knowledge or experience with the following:




• IT Service Management frameworks (ITIL, COBIT, etc.; ITIL Foundations or above is preferred)


• Project Management experience


• Process Improvement Methodologies (Lean Six Sigma, Agile, etc.)


• Software Development Methodologies (SDLC, Agile, DevOps, etc.)




• Experience with IT Service Management Tools (4me preferred; ServiceNOW, BMC, Freshworks, etc.)


• Experience with Web Technologies (HTML, CSS, JavaScript, Java, SQL) and Automation Technologies (e.g. RPA) preferred.


• Ability to work independently, navigate complex environments, and explain complex processes into manageable steps.


• Proficient in communicating with stakeholders across different departments and levels; summarizing complex information, driving discussions, and facilitating brainstorming and solutioning exercises.


• Readiness to challenge the status quo; inspect and evaluate business/IT requirements and processes to ensure operational excellence.


• Curiosity and want to grow your experience across several domains, especially freight logistics domains and general operation management, to drive projects from conception to running.

• Facilitate the development of the IT Service Management framework, including the creation, monitoring, measurement, and analysis of standardized IT processes and best practices.


• Develop and deploy training and coaching to IT team members on service excellence, IT Service Management framework, and process improvement concepts, tools, and techniques.


• Partner with IT service owners to identify service gaps and propose service improvement opportunities for evaluation and implementation.


• Foster a culture of service excellence through training, framework development, and communicating service excellence initiatives, progress, and results.


• Engage with business stakeholders to gather voice of customer (VOC) inputs and translate needs into functional and technical requirements for implementation/execution.


• Facilitate process analysis and process design workshops to develop solutions identified business or IT problems/opportunities.


• Lead service/process improvement and automation initiatives, from ideation to implementation and control.


• Develop metrics and reporting to monitor and control process and service performance and measure the impact of process/service improvements.


• Provide operational reporting on weekly and/or monthly key performance indicators (KPI) reports and review meetings.


• Support the lifecycle of services, including designing, documenting, implementing, and continuous improvement.


• Monitor and manage the ITSM tooling improvement pipeline from request to delivery.

• $95,000 - $120,000/year based on education and experience level.

• Hybrid work schedule (1-day a week working from home); laptop provided by OEC Group


• 10-days PTO (Paid Time Off), Employee Appreciation Days, Paid Holidays, Sick/Flex time.


• Full Health Insurance coverage including medical, dental, vision, term life, and accident insurance.


• 401K retirement plan with 3% company match.


• Discounted pet insurance - woof! woof! meo