Job Description Summary

IT Service Management Specialist must possess strong skills in development, facilitation and implementation of ITIL processes and tools within the ITSM / ITIL framework. He / she is responsible for standardizing processes, templates and tools that support industry best practices and applying continual service improvements to remediate process gaps. IT Service Management Specialist requires soft skills, diplomacy and tact necessary to work effectively within an IT department.

Job Duties

• Develop Key Performance indicators to measure the success of organizational change, problem and Incident management
• Partner with IT and their business partners to identify process improvements
• Partner with IT and their business partners to gather and review business requirements for process and tool improvements
• Develop, deploy and maintain ITSM processes, procedures and templates
• Develop change management strategies for the implementation and continuous improvement of process implementation projects
• Develop processes to ensure that organizational change is efficient, including clear communication and active feedback solicitation from stakeholders
• Champion and sponsor organizational change
• When needed develop and/or facilitate and/or support training for end user
• Develop continuous improvement feedback loop and turn the feedback into the improvement backlog
• Communicate expectations and standards to IT and business partners on Change, Incident and Problem management processes and policies
• Develop internal improvement strategies for the supported teams
• Report back to central team on progress of teams and identified needs in the supported IT organizations
• Knowledge and experience of contract and/or supplier management roles
• Good understanding of statistical and analytical principles and processes
• The ability to interact successfully with all levels of the Customer and IT provider organization
• Negotiating and facilitation skills
• Technical knowledge
• Strong staff management skills
• Client service oriented

Qualifications

• 5+ year's relevant experience with Incident, Problem and/or Change Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools.
• Must have a strong knowledge of ITIL processes and project management experience.
• Extensive background in measurements of IT, services, deliverables and inputs.
• Must have ITIL v3/2011 Foundation certification, with preference for advanced Intermediate certification in ITIL's Service Operations or Operational Support and Analysis certification.
• Bachelor’s degree in a field such as business administration, computer science or business management.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
• Advanced knowledge of computer software, Excel, Word, PowerPoint, (Required)
• Experience with SQL, extracting and loading data, running queries
• Familiarity with RemedyForce or other ticketing system would be ideal
• Possess proficient analytical, problem solving and decision-making skill
• Proficient relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
• Strong verbal and written communication skills, problem solving skills (Required)
• Strong ability to work independently and manage one's time (Required)

Why Choose CCC

We promote a healthy work-life balance and offer generous benefit plans and resources designed with employee satisfaction in mind.
What we value is simple - customers, employee commitment, collaboration and clear communication.

We hire people who will embrace the company’s goals and productively contribute in ways that help us serve the customer, innovate, and stay strong.
We make it a priority to keep employees healthy, happy and enriched.

• Healthy - Wellness programs and Perkspot/employee discount program
• Happy – Recognition programs, a confidential employee assistance program, and flexible work arrangements such as staggered start times
• Enriched – Tuition reimbursement, training and learning programs, and leadership development opportunities

Our corporate headquarters is located in downtown Chicago within the historic Merchandise Mart—a certified LEED (Leadership in Energy and Environmental Design) building.

CCC Information Services was ranked #17 in the Top 100 Digital Companies in Chicago in 2017 by Built In Chicago, an online community for digital technology entrepreneurs in Chicago.

CCC is a great place to work. Join us!