Job Description
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).
- Assist 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.
Disclaimer:
This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to the job.
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.
Job Conditions
- Some travel required.
