Technical Service Manager (ecommerce) - locals only

Value Innovation Labs Inc.; Phoenix (AZ); On-site; USD 85,000 - 110,000; Full time

Job summary

Value Innovation Labs Inc. is seeking a Service Management professional to oversee end-to-end ServiceNow ticket lifecycle, conduct regular client stand-ups, and present MSRs with KPIs and improvements. The role emphasizes proactive problem management, ITSM excellence, and cross-functional collaboration to optimize service delivery.

The position focuses on maintaining data feeds, monitoring incidents, and driving continuous improvement across the IT ecosystem in a client-facing environment.

Responsibilities

• Oversee the end to end lifecycle of ServiceNow tickets (incidents, problems, and service requests).
• Conduct daily stand-up meetings with clients to review ongoing issues and updates. Deliver Monthly Service Review (MSR) presentations, highlighting KPIs, resolved issues, and improvement areas.
• Monitor incident trends and proactively resolve recurring issues through problem management or automation.
• Technical Operations & Troubleshooting Manage and support multiple integrated applications within the IT ecosystem.
• Ensure smooth operation of data feeds and scheduled job maintenance.
• Troubleshoot and resolve system-level issues, leveraging error logging and alert monitoring tools.
• Collaborate with cross-functional teams to ensure timely and effective issue resolution.
• ITSM & Process Excellence Apply ITSM methodologies to enhance service delivery and ensure compliance with best practices.
• Maintain documentation and contribute to continuous improvement initiatives.

Job description

• Key Responsibilities Service Management & Client Engagement Oversee the end to end lifecycle of ServiceNow tickets (incidents, problems, and service requests).
• Conduct daily stand-up meetings with clients to review ongoing issues and updates. Deliver Monthly Service Review (MSR) presentations, highlighting KPIs, resolved issues, and improvement areas.
• Monitor incident trends and proactively resolve recurring issues through problem management or automation.
• Technical Operations & Troubleshooting Manage and support multiple integrated applications within the IT ecosystem.
• Ensure smooth operation of data feeds and scheduled job maintenance.
• Troubleshoot and resolve system-level issues, leveraging error logging and alert monitoring tools.
• Collaborate with cross-functional teams to ensure timely and effective issue resolution.
• ITSM & Process Excellence Apply ITSM methodologies to enhance service delivery and ensure compliance with best practices.
• Maintain documentation and contribute to continuous improvement initiatives.