Service Management Specialist

You are as unique as your background experience and point of view. Here youll be encouraged empowered and challenged to be your best self. Youll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day youll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals families and communities around the world.

Job Description:

As a Service Management Specialist the primary responsibility will be around Incident and Problem Management using your knowledge of business analysis best practices IT Service Management and the ITIL Framework and technology along with your understanding of business concepts objectives and process to support the Service Management Excellence Team by:

Providing business analysis expertise and operational support for the all ITSM processes within the Asia Service Management Team Mainly focusing on Incident and Problem addition would be the other processes such as Service Catalogue Request Fulfillment Service Level Management Event Management Capacity Management Availability Management and Continual Service Improvement

Applying broad based technical and practical process knowledge in support of all the processes

Plan manage and deliver business analysis for Continual Service Improvement process activities to support the Service Management Excellence Process Owners

Working with various Process Managers or Owners under the Service Management programme by assisting with process reviews and associated documentation and training activities

Contributing to the development and support of an IT Service Management reporting service which involves analyzing requirements and developing effective solutions

Interact with the local teams in Asia and the SME team to provide improved commutations and alignment of local process implementation and execution

This role is a part of the IT Service Management team using the ITIL v3 2011 framework to implement IT Service Management as part of the ES strategic decision to deliver a consistent set of integrated IT service management processes.

MAIN ACCOUNTABILIIES:

• Ensure we support KPIs for all internal and scorecard for Incident Problem Change and Configuration Management as outlined below.
• Evaluate impact and risk for everything impacting Enterprise Services and Business.
• Adhere and follow processes set out for the team and IT Service Management.
• Participate in IT Service Management Service Rotations such as On-Call when scheduled.
• Meet target date of assigned activities or requests so that they are not past due and ensure that negotiated delivery date is agreed to by requestor.
• Meet and support all Audit BCP Compliance and Records Management requirements.
• Run and facilitate Major Incident Management bridge calls and chats to ensure quick resolution of major incidents.
• Facilitate Problem Management meetings to support root cause analysis for the incidents reported and supported. Ensure that the right resources are available to investigate identify and resolve the root cause of a problem.
• Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
• Management of the lifecycle of Problem Tickets preventing recurrence and minimizing impact
• Analyzing historical data to identify and eliminate potential incidents before they occur.
• Recording managing and advancing the problem by escalating to an elevated level of expertise if appropriate by integrating with change management incident management and configuration management.
• Review and closure of all problem records ensuring comprehensiveness of information on tickets and RCA Documents.

Competencies:

Strong and proven analytical skills

Knowledge of Sun Life specific infrastructure and applications is an asset

Ability to facilitate productive and successful meetings

Strong technical aptitude and knowledge of the services provided by IT

Strong influencing and negotiation skills

Quick learner of new technologies

Strong problem solving skills with the ability to analyze situations/problems and come up with effective solutions

Good interpersonal communication and presentation skills

Solid and proven process improvement abilities

Drive for results and as such can be counted on to meet or exceed goals

Ability to work independently or as part of a team

Advanced Excel and PowerPoint skills

Solid knowledge of IT Service Management ITIL v3 2011 framework

Knowledge of Service Management tools (ServiceNow HP BMC BPPM etc.) Knowledge of the Navvia tool an asset

Ability to work in a fast paced environment and adaptable to changing priorities communicate with various level of staff in SLGS

Experience / Skill Requirements

5-10 years of relevant IT experience ITIL 4 or V3 Foundation Services Certification

Process improvement and documentation experience

• Consulting: gather information by applying approaches or styles applicable to the situation

Analysis: ability to break down high level requirements into more detail by questioning and probing for clarification

Working knowledge of the ITIL Service Management processes

Strong management problem solving communication interpersonal and organizational skills

Job Category:

Posting End Date: