IT Service Excellence Specialist
Roth Staffing Companies

Job Info

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Title: IT Service Excellence Specialist

Salary: 95-120k

Location: Cerritos CA (Onsite)

Direct Hire

Interviews: 1st phone screen, 2nd Onsite

Requirements:

• 2-5 years of experience in IT Service Management, IT Operations, Service Delivery Management, or similar roles.
• Working knowledge or experience with the following:
• IT Service Management frameworks (ITIL, COBIT, etc.; ITIL Foundations or above is preferred)
• Project Management experience
• Process Improvement Methodologies (Lean Six Sigma, Agile, etc.)
• Software Development Methodologies (SDLC, Agile, DevOps, etc.)
• Experience with IT Service Management Tools (4me preferred; ServiceNOW, BMC, Freshworks, etc.)
• Experience with Web Technologies (HTML, CSS, JavaScript, Java, SQL) and Automation Technologies (e.g. RPA) preferred.
• Ability to work independently, navigate complex environments, and explain complex processes into manageable steps.
• Proficient in communicating with stakeholders across different departments and levels; summarizing complex information, driving discussions, and facilitating brainstorming and solutioning exercises.
• Readiness to challenge the status quo; inspect and evaluate business/IT requirements and processes to ensure operational excellence.
• Curiosity and want to grow your experience across several domains, especially freight logistics domains and general operation management, to drive projects from conception to running.

Responsibilities:

• Facilitate the development of the IT Service Management framework, including the creation, monitoring, measurement, and analysis of standardized IT processes and best practices.
• Develop and deploy training and coaching to IT team members on service excellence, IT Service Management framework, and process improvement concepts, tools, and techniques.
• Partner with IT service owners to identify service gaps and propose service improvement opportunities for evaluation and implementation.
• Foster a culture of service excellence through training, framework development, and communicating service excellence initiatives, progress, and results.
• Engage with business stakeholders to gather voice of customer (VOC) inputs and translate needs into functional and technical requirements for implementation/execution.
• Facilitate process analysis and process design workshops to develop solutions identified business or IT problems/opportunities.
• Lead service/process improvement and automation initiatives, from ideation to implementation and control.
• Develop metrics and reporting to monitor and control process and service performance and measure the impact of process/service improvements.
• Provide operational reporting on weekly and/or monthly key performance indicators (KPI) reports and review meetings.
• Support the lifecycle of services, including designing, documenting, implementing, and continuous improvement.
• Monitor and manage the ITSM tooling improvement pipeline from request to delivery.

Salary:

• $95,000 - $120,000/year based on education and experience level.

Benefits:

• Hybrid work schedule (1-day a week working from home); laptop provided by OEC Group
• 10-days PTO (Paid Time Off), Employee Appreciation Days, Paid Holidays, Sick/Flex time.
• Full Health Insurance coverage including medical, dental, vision, term life, and accident insurance.
• 401K retirement plan with 3% company match.
• Discounted pet insurance - woof! woof! meo

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