IT Service Management Specialist

hace 5 horas


Chihuahua, Chihuahua, México AutoZone Business and Technology Store Support Center A tiempo completo
About the Role

We are seeking an experienced IT Service Management Specialist to join our team at AutoZone Business and Technology Store Support Center. As an ITIL certified professional, you will be responsible for leading the Incident, Change, and Problem Management practices to ensure 100% availability of our systems.

Key Responsibilities
  1. Incident Management: Drive resolution to all major incidents within established SLAs and provide regular status updates to stakeholders.
  2. Problem Management: Conduct thorough analysis and prepare Major Incident Reports (MIRs) for every major incident after it is closed.
  3. Change Management: Support the change management process and lead efforts to ensure our systems achieve maximum uptime.
  4. Performance Analysis: Analyze IT incidents and problems to proactively prevent their occurrence.
  5. Documentation: Develop and maintain documentation for consumption by end-users, service desk support agents, and other technical resources.
  6. Communication: Communicate with stakeholders using language suitable for their technical understanding and provide regular updates on the status of major incidents.
  7. Training and Knowledge-Sharing: Conduct training and knowledge-sharing sessions for new and existing team members to minimize the risk of impact at all stages.
  8. Strategic Direction: Provide strategic direction on the types of problem management and incident management activities that will drive efficiencies across AutoZone's enterprise.
Requirements
  1. 4-year degree or higher in Computer Science, Information Systems Management, or a related field.
  2. Minimum of 3 years of Incident & Problem Management experience.
  3. ITIL v3 foundations certification is required, v4 is a plus.
  4. Strong analytical skills and attention to detail.
  5. Ability to communicate clearly with a range of people at various levels of the organization.
  6. Ability to work in a high-stress, challenging environment with shifting priorities.
  7. Ability to write technical documentation and create management reports and metrics.


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