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ITSM Support Specialist

ITSM Support Specialist

ConfidentialNoida
5 days ago
Job description

ITSM Process Support

  • Provide operational support for ITSM processes, including incident, problem, and change management, closely working together with the NXP IT Process Owners.
  • Monitor and ensure adherence to ITSM process guidelines, policies, and SLAs across the organization.
  • Act as a process champion, promoting awareness and compliance with the NXP ITSM framework globally.
  • Collaborate with global teams to improve ITSM processes and enhance service quality.

Incident Problem Management Support

  • Support major incident management efforts by coordinating resolution efforts, escalating appropriately, and ensuring timely communication with stakeholders.
  • Manage major incidents (P1 / P2) with urgency, coordinating cross-functional teams to restore services as quickly as possible.
  • Act as the central point of communication for all stakeholders during incidents, providing regular updates on status, impact, and resolution timelines.
  • Assist with the Root Cause Analysis (RCA) process for major incidents and recurring issues, working closely with problem managers and technical teams.
  • Proactively identify trends and patterns in incidents and problems to prevent future occurrences.

    • 24 / 7 Global User Support

  • Work in 24 / 7 shifts to provide real-time support to users globally, ensuring quick resolution of issues and adherence to processes.
  • Act as the bridge between the global service desk and IT teams to ensure efficient escalation and resolution of ITSM-related issues.
  • Monitor service desk activities to ensure consistent application of ITSM processes and identify areas for improvement.

    • Process Quality Continuous Improvement

  • Regularly review and audit ITSM processes for quality and compliance, identifying gaps and areas for improvement.
  • Work with process owners and stakeholders to implement changes that improve efficiency and effectiveness.
  • Develop and deliver training and documentation to ensure teams are equipped to follow ITSM processes correctly.

    • Qualifications

  • 3+ years of experience in ITSM support or a similar role in a large, high-tech enterprise.
  • Strong understanding of ITIL frameworks and ITSM tools (e.g., ServiceNow).
  • Experience supporting incident and problem management processes, including major incidents.
  • Familiarity with working in a 24 / 7 operational environment, including shift rotations.
  • Excellent communication and collaboration skills, with the ability to interact effectively with global teams.
  • A proactive positive mindset, with a focus on process improvement and operational excellence and an ambition to learn and grow.

    • Preferred :

  • ITIL v4 Certification (Foundation or higher).
  • Experience with monitoring tools and automation processes to enhance ITSM operations.
  • Knowledge of service desk operations and customer support principles.
  • Ability to analyze incident and problem trends using data and reporting tools.

    • Key Attributes

  • Proactive and Detail-Oriented : Actively identifies process gaps and works to resolve them.
  • Collaborative and Team-Oriented : Builds strong relationships across global teams to ensure seamless ITSM process execution.
  • Resilient and Flexible : Thrives in a 24 / 7 environment, managing high-pressure situations with professionalism.
  • Problem-Solver : Leverages analytical skills to identify and address process issues effectively.

    • Skills Required

    Servicenow, Root Cause Analysis, Problem Management, Incident Management, Itil

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