You will be accountable for implementing ITSM processes based on the ITIL framework, ensuring that they are aligned to IT and business needs.  You will translate and optimize processes in the ITSM tool.  You will be responsible for working with other technology leads to design, test and implement end to end workflows and other automation within the tool. Additionally, you will be responsible for documenting new business requirements, implementation and testing of solutions within the tool, and final sign-off with the business and internal stakeholders.

Qualifications: 

• BS Engineering/Computer Science.

• Understanding of concepts, tools, and features of service desk operations and of knowledge dissemination.

• Familiarity with various CRM tools such as but not limited to BMC Remedy, Salesforce, ServiceNow, ZenDesk, FreshService, etc.

• IT Service Desk background and experience is required.

• ITIL certification is an advantage.

• Experience with project management is an advantage.

• Knowledgebase administration is an advantage.

• Asset management and vendor management are an advantage.

• Reporting and data analytics are an advantage.

• Experience with API scripting and JSON is an advantage.

• Familiarity with the CMDB and ETL process

• Must be knowledgeable about data cleansing and hygiene

• Must have strong data analysis skills

• Must be able to report and present using tools such as Excel, Sharepoint, PowerBI, Tableau, and/or other equivalent tools

• Good knowledge of project management and familiarity using project management tools like JIRA, Miro, and/or other equivalent software

Accountabilities:

• Responsible for the implementation and successful adoption of ITSM policies, processes and procedures, ensuring these are agreed with all stakeholders.

• Responsible for implementing ITSM processes within the ITSM tool.

• Responsible for maintaining, operating, troubleshooting and continuously improving the ITSM tool, including reporting against performance.

• Collaboration with the Elsevier business stakeholders to document requirements for implementation and fulfillment on all ITSM service activity.

• Define and document interfaces of manual and automated operations with functions such as the IT Service Desk (TechDesk), Operations Command Centre (OCC) and other resolver groups.

• Create and configure business rules and workflows within the ITSM tool as defined by the business requirements.

• Act as point-of-escalation regarding ITSM system outages with high impact or visibility to agents and users.

• Responsible for recommending changes to improve system performance and capacity.

• Collate data from numerous sources to aid business decisions on ITSM processes.

• Tasked with maturing the ITSM capability, ensuring a roadmap of improvements and insights are developed and communicated out to key stakeholders.

• Set up a scalable ITSM management process and ensuring controls are in place and maintained.

Please refer to job description.