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IT Service Management Professional

| Chicago

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.


Department Overview
Our IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change, but who accelerate it.
Job Description

 The IT Service Management (ITSM) Professional role monitors, maintains and improves the overall user experience our internal customers receive from IT. Our Global customers include employees and contractors both onsite and remote. Primary responsibilities will be defining and driving process improvements for IT and how users interact with IT for services. Striving for superior customer support, automation and process improvements will be the primary objective within the following areas: service desk, concierge walk up experience, PC support, new hire onboarding and new organization onboarding. This person should be a good communicator who enjoys working with people from all levels of the company. 

Scope of Responsibilities / Expectations

  • Provide oversight around new and existing ITSM processes. Create, maintain and deploy supporting documentation. Provide training for new organizations in ITSM processes and tools.

  • Assist in driving service management best-practice and process standardization across the organization, ensuring consistent end-to-end integration of the ITSM processes including, but not limited to; Incident, Problem, Change, Escalation/Notification, Asset and Configuration Management. Identify and plan ITSM process improvement projects.

  • Maintain internal social media content providing guidance to our end users on our IT services.

  • Identify opportunities for improvements and participate in projects from defining user stories, testing and deployments. 

  • Oversight of our IT services to investigate, troubleshoot, and resolve escalated issues and requests. This requires coordination between IT and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware, software, processes.

  • Individual must present a positive customer service experience for fellow employees

Desired Background/Knowledge/Skills

  • Experience communicating with users directly and strong IT Support experience

  • Strong analytical and problem-solving skills

  • Ability to communicate effectively with others, both orally and in writing

  • Google Suite experience

  • ServiceNow Experience

  • Experience with one of the following a plus: Mobile apps, Python, Java, JavaScript, Google API, AWS services, user facing (HTML5/CSS3), JSON, XML, REST API.


Basic Requirements

  • 3+ years of prior IT Service Management / Computer experience

  • Bachelor's degree in Computer Science or related field or equivalent work experience


Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes


EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.


If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

What are Motorola Solutions Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Our game room includes Video Games.
Stocked Kitchen
Happy Hours
Happy hours are hosted At team's discretion.
Parking
We offer employees Paid on-site garage parking.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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