IT Service Management Specialist

ZOLL Medical Corporation; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking an ITSM Specialist to enhance their incident, problem, and change management processes. This remote role involves leading major incident calls, collaborating across IT functions, and ensuring effective communication during critical situations. The ideal candidate will have extensive experience in Service Management, particularly with ITIL and ServiceNow, and will be responsible for training and performance tracking. Join a forward-thinking company dedicated to improving healthcare outcomes through innovative technologies and make a significant impact in a dynamic environment.

Qualifications

• 5+ years of IT experience with a focus on Service Management.
• ITIL V3 certification is required.

Responsibilities

• Lead major incident calls and manage the lifecycle of incidents.
• Develop change management plans and evaluate impacts of changes.

Skills

Incident Management

Problem Management

Change Management

ServiceNow

ITIL

Communication Skills

Education

Bachelor's Degree in Information Technology

Tools

ServiceNow

Job description

Corporate

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

You must be located in the UK to be considered for the role.

Travel will be less than 10% per year.

Position is remote

Job Summary
The ITSM Specialist will be leading major incident calls, conducting problem management meetings, managing organizational change, driving process and policy adaption within the team and across business units.

This position is responsible for the training, performance tracking, and reporting of these processes. This person will work across all functional areas within IT to ensure processes are implemented, followed, and aligned with business needs.

Excellent communication skills and a broad history in major incidents is a prerequisite for the role

Required/Preferred Education and Experience

• Bachelor's Degree and 5+ years of relevant work experience in Information Technology with at least three years of experience in a Service Management team required and

• Experience managing and utilizing ServiceNow and 5+ years of relevant ITIL experience required

• Experience working with Infrastructure and Application teams during critical issues required

• ITIL V3 certification Required

• Proven experience in Incident, Problem, and Change management

• Able to clearly articulate understanding of Incident Problem, Change Management processes

• Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools, and techniques

• Willingness to be on call once every 5 weeks (including weekend)

• Experience working in a culturally diverse environment

Essential Functions

• Manage, report, and communicate on the global performance of owned processes

• Partner with other leaders across the organization and champion the day-to-day operation of the lifecycle of Incident, Problem and Change Management

• Leading Change Request Review meetings

• Developing change management plans for change initiatives

• Evaluating the impact of planned changes

• Leading identifying risks and developing risk mitigation tactics

• Supporting development of communications relevant to change initiatives

• Provide coaching and training to employees at all levels

• Define success metrics and measuring performance against these

• Develop and publish a Change Management SOP and maintain all change documentation (policies, procedures, templates, etc.)

• Responsible for managing the lifecycle of all changes, with the primary responsibility of enabling beneficial changes to be made with minimal disruption to the business

• Coordinate and facilitate the Change Management process across organizations

• Responsible for review, approvals, categorize, prioritize, change requests

• Prepare and run CAB meeting agenda and capture issues and suggestions

• Create, publish, and circulate the Change calendar

• Educate the Business and IT on the Change Management process

• Produce metrics and report on Change Management activities

• Develop, coordinate, and perform post change review of scheduled changes for all RFCs and maintenance efforts

• Conduct or facilitate Post Implementation Reviews (PIRs) after the implementation of changes

• Manage major incidents including – incident and risk assessment, co-ordinations across global cross-function groups

• Manage and coordinate urgent and complicated support issues

• Act as escalation point for all Major Incidents

• Ability to coordinate and drive technical bridges during a Major Incident calls and lead teams towards quick mitigation, work-around, or resolution

• Provide clear, effective, and meaningful communication to all appropriate levels of leadership and stakeholders, ensuring status updates are delivered in a timely and accurate manner

• Establish governance processes to measure, report, and improve Major Incident processes and outcomes

• Develop and publish an Incident and Problem Management SOP and maintain all related documentation (policies, procedures, templates, etc.)

• Manage support for incident management tools, systems, procedures, and processes

• Coordinate interfaces between incident management and other service management processes

• End to end responsibility for the management, communication, escalation, investigation and resolution of critical incidents, ensuring updates are timely and of sufficient quality, arranging discussions and updates as required

• Identify trends and root cause analysis for complex company wide problems and communicate, influence, and implement system fixes/improvements to enhance business efficiency and client experience

• Ensure that problems, critical incidents, and planned/proactive tasks are correctly prioritized

• Conduct Critical Incident Reviews, RCAs, and present findings to the management

• Prepare Incident and Problem management reporting

• Oversee continual performance of the global Problem Management

• Lead efforts in providing consistent problem management standard and ensuring adoption and compliance

• Ensure the standards and processes are globally consistent across the organization

• Assist in writing, reviewing, and enhancing problem documentation

• Lead postmortem meetings and creation of RCA documentation with required data collection

• Responsible for root cause analysis of all Major Incidents and driving resolution efforts to minimize repeat incidents

• Working with line managers to define and identify risks, problems, and resolutions.

• Drive teams and/or stakeholders to remediate the issue(s) identified (continuous service improvement)

• Act as escalation point for Problem Management

• Establish governance processes to measure, report, and minimize repeat Problems

• Coordinate Problem reviews with Global IT teams.

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