IT Service Management Specialist (Incident Management)

Who We Are

Artmac Soft is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services to the Customers.

Job Description

Job Title : IT Service Management Specialist (Incident Management)

Job Type : C2C/W2/1099

Experience : 5 to 10 years

Location : Dallas, Texas

We are looking for an IT Service Management Specialist (Incident Management) who will possess strong communication and interpersonal skills and will be adept at managing incidents and problems while driving continual service improvements. The role requires proficiency in IT Service Management, specifically in Incident Management, Problem Management, and the use of JIRA and ServiceNow ticketing tools. The successful candidate will also be ITIL trained or certified (V3/V4 foundation) and skilled in measuring service quality, efficiency, effectiveness, and delivery.

Responsibilities

• Proven experience in IT Service Management, particularly in Incident Management and Problem Management.
• Experience in a fast-paced IT environment.
• Familiarity with other ITIL processes, such as Change Management and Service Level Management.
• Proficiency in using JIRA and ServiceNow ticketing tools.
• Ability to measure and analyze service quality, efficiency, and effectiveness.
• ITIL V3/V4 foundation certification.
• Ability to work under pressure and handle multiple priorities.
• Act as the primary point of contact for all major incidents, ensuring timely and effective communication to stakeholders.
• Coordinate and manage incident response activities, driving resolution and minimizing impact on business operations.
• Perform root cause analysis to identify and address underlying issues.
• Document incidents and maintain comprehensive records in JIRA and ServiceNow.
• Analyze recurring incidents to identify trends and potential problems.
• Develop and implement problem management processes to reduce the likelihood and impact of incidents.
• Collaborate with technical teams to devise and execute permanent solutions.
• Identify opportunities for improving incident and problem management processes.
• Implement best practices to enhance service quality, efficiency, and effectiveness.
• Measure and report on service performance, focusing on service delivery metrics.
• Define and monitor key performance indicators (KPIs) to assess service quality.
• Develop and maintain dashboards to provide visibility into service performance.
• Conduct regular reviews to ensure services meet or exceed established standards.
• Apply ITIL V3/V4 foundation principles to the incident and problem management processes.
• Ensure compliance with ITIL guidelines to maintain service excellence.
• Train and mentor team members on ITIL best practices.
  
  

Qualification

• Bachelor's degree or equivalent combination of education and experience