Full Job Description
The Office of Information Technology Services (ITS) is recruiting for one (1) IT Service Management Specialist, to function as Incident and Problem Management Lead, who will:
- Be responsible for the establishment, adoption, governance, and execution of the Enterprise Incident and Problem Management processes.
- Manage the policies, procedures, and operational practices addressing Incidents and Problems involving all DSS IT Services critical systems, including but not limited to operational systems, application systems, network infrastructure, hardware installation, operating procedures and maintenance.
- Provide leadership and direction for the restoration of IT services following incidents and for the identification and remediation of underlying problems and root causes.
- Ensure that Incident and Problem Management processes are integrated across IT Operations, Service Desk, application support, infrastructure, Change Management, Knowledge Management, and other IT Service Management disciplines.
- Responsible for process performance, reporting, continuous improvement, stakeholder communications, and ensuring Incident and Problem Management activities support established Service Level Agreements and Agency business objectives.
IT SERVICE MANAGEMENT SPECIALI - 95713
Qualifications
1. A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
2. A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
3. Education and/or experience which is equivalent to "1" or "2" above.
Additional Information
