Responsible for supporting and enhancing IT Service Management (ITSM) processes and tools to ensure efficient and effective IT service delivery. Analyzes ITSM data, identifying trends, and providing insights to improve IT service performance and customer satisfaction. Conducts IT Service Quality assurance, monitoring performance issues, and supporting IT governance and audit requirements.
Job Duties and Responsibilities
Conduct IT service quality assurance, monitoring, and analyzing performance issues.
Support IT governance and audit requirements.
Manage ITSM Processes, Problem Management and Change Management.
Develop and maintain ITSM documentation, including process workflows, procedures, and user guides.
Provide training and support to IT staff and end-users on ITSM tools and processes.
Collaborate with IT teams to ensure seamless integration of ITSM tools with other IT systems and applications.
Generate and analyze ITSM reports and metrics to track performance and identify trends.
Provide notification to key business segments on issues that may be impacting performance.
Provide suggestions for enhancements of system performance.
Produce monthly reporting on key performance indicators.
Provide supporting information for incident/downtime reporting.
Provide input/expertise for designated committees or teams.
Evaluation of potential monitoring system enhancements.
Assist other members of Technology Department.
Skills And Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field preferred.
2+ years of experience in IT Service Management or a related role.
Proficiency in ITSM tool platforms.
Basic understanding of ITIL framework and ITSM best practices.
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Competitive Benefits Package
Full medical benefits when working 20+ hours per week
Traditional and High Deductible health plan options available
FREE dental and vision coverage
Generous Paid Time Off plans
401(k) – dollar-for-dollar match up to 5% of total compensation
Special discounts and offers for events at the Denny Sanford PREMIER Center
PREMIER Wellness Program
Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year
Fun Employee Parties
Our Culture
Emphasis on personal success, respect, health, wellness, fun and giving back
Employees are rewarded, valued, and celebrated for hard work
Various Career advancement opportunities and growth
Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more
