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Operations Process Specialist

Location: 

Bengaluru, KA, IN

Req ID:  1722
Level of experience:  Mid-Career
Remote:  No
Travel Required:  None

Job Responsibilities & Requirements

Essential Duties & Responsibilities, may include: 

  • Provide and manage IT incident management support including priority ratings, communications (multiple platforms), coordination, tool management (e.g. Service Now/Status Page), and related documentation 
  • Assist to drive Service Now Incident Management related integrations with other internally utilized systems and communication channels 
  • Provide general support and coverage for the Change Management process. 
  • Assist in the development and documentation of Incident and Change Management policies, standards, and processes/work flows and enforce them with stakeholders 
  • Develop metrics for tracking incident and change process performances including metrics to identify Problem issues and resulting tickets 
  • Development of status reporting and training materials for internal stakeholder usage 
  • Participation in an on-call rotation schedule in coordination with US office hours 

Required Skills/Knowledge/Experience: 

  • Experience with ITIL principles and concepts pertaining to Incident, Change, and Problem Management. 
  • Service Now experience 
  • Professional presence and ability to present concepts, status, etc., to business and IT audiences. 
  • Can operate, seek consensus, and make decisions without constant supervisory presence. 
  • Proven customer service skills. 
  • Clearly and effectively express ideas verbally and in writing. 
  • Ability to explain technical issues in business terms. 
  • Ability to communicate effectively and appropriately with peers, other Ellucian teams, vendors, and clients. 

Desired Skills/Knowledge/Experience: 

  • Capable of working on multiple initiatives and priorities in a deadline-driven environment. 
  • Collaborative team experience with superior problem-solving skills.

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