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IT Service Administrator

NEW YORK-10036, NY, US
07/26/2019

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Required Skills

interpersonal skills

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

This role has responsibility for major incident management and the restoration of global technology platforms, some degree of non-standard working hours should be expected on occasion.

In the event of an outage, the Service Manager would work with the Americas Service Management Lead and coordinate the restoration of mission critical services as quickly as possible with minimal business disruption while maintaining open channels of communication.

To be successful within the role, the individual will be required to manage and work in close collaboration with several third party vendors, multiple technology teams distributed globally and a managed service desk and desktop support provider to deliver service excellence.

Responsibilities

Responsible for the delivery of Business as Usual (BAU) IT service to the Americas users.

In partnership with global counterparts, own and maintain standardization of ITIL processes.

Drive strong adherence to change, incident, problem and asset management processes

Respond to both IT service and user escalations in a timely manner; to ensure swift resolution/conclusion.

Adhere to industry standard IT risk management principles to identify and manage appropriate IT risks; ensure timely resolution or strong mitigation mechanism is employed.

Become an advocate for Continual Service Improvement (CSI) and evolve the service to enhance IT service excellence.

Design and produce management information, including dashboards, KPI and exception reports and service performance metrics, to illustrate service performance, focus areas and support senior decision making.

Basic Qualifications

Prior exposure to the ITIL disciplines, including change, problem and major incident management highly advantageous.

Practical experience of working with the ITIL service lifecycle framework, specifically Service Design,
Service Transition, Service Operations and Continual Service Improvement.

Ability to develop positive working relationships and strong rapport with support staff as well as senior leadership (both business and technical users).

Exposure to major incident and problem management, rigorous change management procedures in a mission critical environment to provide governance and conflict analysis preventing outage associated with change.

Ability to produce accurate and regular service metrics (both KPI and SLAs) reports and ad hoc metric based analysis which outlines performance / trends and aid senior decision making.

High-level of personal initiative; able to work independently as well as collaborate in teams.

Excellent planning, organizational and analytical skills with strong attention to detail.

Proven ability to manage customer perception through addressing issues and implementing solutions.

Previous experience of Remedy, Service Now or a similar IT Service Management / CMDB system

Excellent verbal and written communication skills and technical problem solving skills.

Strong interpersonal skills; tact, patience, courtesy, good listening skills.

Excellent time management, problem solving, prioritization and multi-tasking capabilities.

Have a flexible approach to working hours as evening/escalated on-call work may be required over weekends.

Ability to operate under pressure and deliver to demanding deadlines

Bachelor's degree desirable.

Preferred Qualifications

The ability to work as part of a team global team

Comfortable working as part of a matrix managed organisation across multiple countries and time zones

Self-motivated to learn and adapt to new skills for solving challenging information technology problems

The ability to explain complex technical issues to non technical members of staff.

Strong planning, organising, time and priority management skills; ability to manage multiple streams of work

Exceptional attention to detail and outstanding follow-up skills.