Specialist - IT Services Management

Provides foundational support to the IT Service Management function by executing defined processes, maintaining service records, and ensuring accurate operational data.

• 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.

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.

• 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.

• Some travel required.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.