Specialist - IT Services Management

Essential Job Duties/Responsibilities

• Execute assigned ITSM activities across incident, change, availability, knowledge, and service reporting processes.
• Maintain accuracy of service records, tickets, timelines, and operational documentation.
• Support major incident management activities (e.g., logging actions, capturing timelines, tracking follow-ups).
• Aid with service dashboards, records, and KPI updates.
• Validate data across multiple sources (e.g., ITSM tool, SLAs, field support) to ensure consistency.
• Follow defined operating procedures to ensure audit-ready service records.
• Lead problem management reviews (PIRs) and track corrective actions.
• Partner with SMEs and L2/L3s to ensure alignment and accurate records.
• Comply with all applicable laws/regulations, as well as company policies and procedures.
• Perform other duties as assigned.

Qualifications

• Associate's degree or equivalent in information technology, business, or related field. Bachelor's degree preferred.
• Two (2) years' experience in IT support, operations, service desk, or business operations.
• Strong attention to detail and documentation discipline.
• Ability to follow defined processes and operating procedures.
• Basic understanding of IT service management concepts. ITIL foundation knowledge or coursework a plus.
• Demonstrates understanding of ITSM workflows.