Experience using ServiceNow and Power BI or other reporting tools.
Standard Operating Procedures (SOP): Knowledge of established SOPs; ability to design, implement, and evaluate SOPs affecting daily and strategic business operations to increase operational efficiency.
IT Service Management (ITSM): Knowledge of IT service; ability to manage IT services and oversee service operations.
IT Service Level Agreements: Knowledge of IT SLAs; ability to design, develop, and utilize formal IT SLAs with internal and external customers.
Key Performance Indicators (KPIs): Knowledge of business metrics and KPIs; ability to use strategies and tools for defining and measuring progress toward goals.
Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply problem-solving knowledge to diverse situations.
Customer Service Management: Knowledge of customer service priorities; ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.
Vendor/Supplier Management: Knowledge of external provider management processes; ability to effectively manage business relationships with external providers (e.g., vendors, service providers, contractors, consultants, suppliers).
Proficiency in ITSM frameworks such as ITIL.
Experience with service desk platforms (e.g., ServiceNow, Jira).
Ability to design, implement, and evaluate SOPs.
Monitoring and interpreting KPIs and utilizing tools for tracking and reporting service performance.
Familiarity with incident, problem, and change management processes.
Good understanding of IT infrastructure and support environments.
Required Education:
Bachelor's degree in organizational, Service and vendor management.
10+ years experience in this capacity.
Required Certification:
ITSM Certification (ITIL) is a requirement or similar.
Soft Skills (Required):
Go-getter attitude.
Drive to obtain results.
Heavy attention to detail.
Disqualifiers / Red Flags / Over qualifications:
Consistent job hopping / choppy tenure.
Typical Task Breakdown:
Leads problem reviews, root cause analysis, trend analysis, and audits working closely with IT support partners.
Proactively identify and investigate service-related problems in addition to implementing or escalating corrections as appropriate.
Create and analyze KPIs, and report KPI data to leadership for actionable items.
Lead the IT Software applications onboarding for engineering applications, working closely with EAM team, software vendors, and business functions.
Develop, document, and disseminate processes, adhering to Enterprise onboarding practices, security, governance, and controls, for onboarding.
Work closely with business partners from the engineering functions, aligned to the business requirements, and act with velocity and accountability.
Numbers & Facts
Location
Mossville, IL
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