Specialist - IT Service Management [Information Technology]

The role is also responsible for implementing, executing and upholding policies and procedures that track the end-to-end Lifecyle of IT hardware and software assets, including maintaining the IT asset management (ITAM) repository. Executes processes and procedures and provides reporting to maintain cost effective maintenance, support, renewal and disposal of IT hardware assets in partnership with technology services, business, and IT procurement.

Specialist - IT Service Management helps to ensure a positive customer experience by helping the team prioritize workload and manage expectations on incidents and requests from the IT Customers. This person is the point of escalation for incidents and requests for the service management function. Create and maintain regular management metric reports and take ownership of the service management tool and processes.

• Develops and maintains processes to gather core data elements related to asset, inventory, contract, supplier and procurement activity for import into the IT Asset Repository.
• Track asset utilization and ensure assets not in use are recovered, inventoried, relocated, or disposed of in accordance with company policies and procedures.
• Verify incidents/requests are handled within expected SLA’s, by helping the team prioritize their incident/request workload, escalating those that will not meet the appropriate SLA’s
• Maintain SLA metrics and work with the team to review and identify recurring issues, patterns, or opportunities, create and provide reporting
• Ensure the on-time delivery of equipment to meet project and end user expectations.
• Maintain integrity and accuracy of databases
• Contribute to the team’s workload by helping manage unassigned incidents/requests

• University Degree Or Equivalent Experience.
• Fluency in spreadsheets (Excel)
• Specific experience with Information Technology, asset management and ITIL methodologies
• Must be capable of handling multiple tasks in a deadline driven environment
• 4+ years experience with service desk, asset management and ITIL methodologies preferred
• Outstanding communication skills to effectively work with internal customers and outside vendors and all levels of management
• Excellent Customer Service
• Focus on organization and proactive follow-up skills
• Uses ITIL, ITSM Service Management best practices
• Strategic thinker with excellent negotiation, math, analytical and organizational skills required