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 OverviewOur 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 RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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.