IT Service Management Resume Samples

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B Cartwright

Birdie

Cartwright

940 Raynor View

Houston

+1 (555) 645 9446

940 Raynor View

Houston

Phone

p +1 (555) 645 9446

Experience Experience

Boston, MA

IT Service Management

Boston, MA

Reichel, Treutel and Quitzon

Boston, MA

IT Service Management

Investigating, recording and provisioning thematic analysis on failed changes, unauthorized changes and changes resulting in major incidents
Using reporting and spot checks to identify areas of improvement from a process and user perspective
Configures IT technology and executes basic changes while following standard operating procedures and change/release management policies
Carries out recommended updates to the service lifecycle including patching, point releases and major upgrades
Performing reviews on Enterprise Computing (EC) owned change records to ensure process adherence
Contributing to the annual review of Standard changes'
Inputting to Change record approval decisions on an ad hoc basis and through internal CAB (Change Advisory Board) meetings

Houston, TX

Manager, IT Service Management

Houston, TX

Kautzer-Howe

Houston, TX

Manager, IT Service Management

Effectively execute and drive continuous improvement for IT Change Management
Manage small projects related to ITSM delivery improvement
Create, maintain and follow policies to improve internal services
Establishes policy, procedures, and standards to ensure consistent, high quality delivery of service management
Develops asset and configuration management standards, plans and procedures
Metrics management, reporting and improvements
Co-ordination with upstream providers for internet routing/network congestion related issues

present

Chicago, IL

IT Service Management Manager Haute Look

Chicago, IL

Dach-Mitchell

present

Chicago, IL

IT Service Management Manager Haute Look

present

Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management
Secondary support for Configuration Management, Vendor Management, Procurement, Asset and Service Level Management
Produce activities and workflow documentation for Change, Incident and Problem Management
Meeting and improving established service delivery SLA’s
Manage formal Post analysis meeting
Weekly metrics reporting to management and collection of staff’s status reports
Provide 24x7 Tier 1 support for all High Priority Incidents

Education Education

Bachelor’s Degree in Computer Science

Georgetown University

Bachelor’s Degree in Computer Science

Skills Skills

Solid oral and written communications, problem solving, commitment to task, ability to lead and inﬂuence change
Excellent time management skills i.e. able to juggle several operational issues.
Ability to demonstrate experience great interaction skills throughout a large organisation
Provides support services to GIS customers for specific IT service or set of services. Adheres to service management processes and procedures to meet customer service level agreements and maintain customer satisfaction
Uses incident and outage trend data to recommend technology or process changes to improve stability and reliability of service
Demonstrable experience of working in a Co-ordination role – suitable to a FTSE100 business
Configures IT technology and executes basic changes while following standard operating procedures and change/release management policies
Monitors specific IT service or set of services for availability and performance and reports anomalies through predefined process
Excellent English communication and inﬂuencing skills
Good communication skills - as you will be working with vendors and stakeholders within EC

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IT Service Management Manager Haute Look Resume Examples & Samples

Manage Service Desk and ITSM staff on daily/weekly tasks and quarterly/yearly projects
Communicate, escalate, investigate, and facilitate resolution of high priority Incidents
Management of all Service Desk announcements and communication standards
Management of Service Desk services including: Service Catalog, Service Requests, Incident Management, Member Care escalations, Problem Management and Change Management
Secondary support for Configuration Management, Vendor Management, Procurement, Asset and Service Level Management
Weekly metrics reporting to management and collection of staff’s status reports
Meeting and improving established service delivery SLA’s
Implementation of staff development exercises
Review of staff and delivery of semi-annual and annual reviews
Investigate new technologies and methodologies to automate and maximize efficiency of services
Creation and management of Service desk and ITSM process manuals
Provide 24x7 Tier 1 support for all High Priority Incidents
Manage formal Post analysis meeting
Build out of company incident and problem knowledgebase
Plan, coordinate, and monitor the follow-up of issues identified from complex and high impact system problems that occur within the production environment
Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management
Continued improvement of the On Call procedures
Produce activities and workflow documentation for Change, Incident and Problem Management
Manage the CAB process
Identify and implement projects needed to align team with Company and departmental priorities
Prioritize staff workload according to prioritization matrix and hold team responsible for breaches in service delivery SLAs
Send out Executive notifications regarding high priority incidents and root cause analysis findings
Monthly meetings with business owners to identify areas of improvement
Liaise with peers, support teams, management, and third party vendors to address cross functional process gaps
4 years of experience implementing and managing ITSM services
Experience managing and improving Service Desk teams
Proven track record of maturing ITSM services
Experience with end user applications and software suites (JIRA, Confluence, MS Office, Windows)
Experience supporting Enterprise Applications at the tier 1 support level
Proven track record of leadership strategies and staff development exercises
Experience managing hourly employees and handling all staffing and overtime needs
Solid understanding of Incident, Problem and Change Management ITIL services
ITIL v2 or v3 certified or equivalent experience
Proven track record of implementing new enterprise services to an organization
Expert analytics and presentation skills
Experience is ITSM Service Desk tools (Service Now, JIRA, Remedy)
Expert at designing and implementing enterprise workflows
Proven experience implementing continuous service improvement strategies
Ability to create and execute departmental roadmaps
Outstanding Customer Service principals
Experience working with the Executive level

IT Service Management Intern Resume Examples & Samples

Effectively communicate with stakeholders within and outside of IT
Ability to code or script
Knowledge of ServiceNow development technologies

Rohq-citi AP IT Service Management Resume Examples & Samples

Minimum graduate
Professional with at least 6 years of experience in Mainframe zOS System Administration with in depth understanding and experience on Capacity Planning and Performance Management
Strong knowledge and understanding of zOS components
Strong knowledge of zOS performance monitoring and analysis
Strong analytical skills in understanding, preparing, interpreting, presenting and maintaining mainframe utilization data
Plan, analyze, size, and optimize capacity to satisfy the Business demand
Knowledge of SAS/MXG programming is required
Strong knowledge of Microsoft Excel and PowerPoint
Willing to work under specific instructions and long hours, if required
Ability to work with the team members and peers from other streams

Manager, IT Service Management Resume Examples & Samples

Manage the portfolio and rollout of all core ITSM processes and revisions of relevant processes
Deliver KPI’s against active ITSM processes
Manage small projects related to ITSM delivery improvement
Maintain the ITSM roadmap as it relates to ITIL and industry best practices
Partner with IT functions to enhance existing processes and procedures
Implement and oversee Ascena ITSM training program

Specialist IT Service Management Resume Examples & Samples

Ensures stable IT operations within LO (Liaise Offcie)/OC (Operations Center) in the framework of the GIT (Global IT) policies
Provides application support and consultancy to LO Business for business process automation and productivity improvement
Solid knowledge on LAN, WAN, Microsoft File and Print, Messaging, and Active Directory
Experience on application development and support
Experience in working for multi-national companies and Sourcing business units
Degree or diploma from educational institutions focusing on Information Technology / computer-related subjects
Minimum 5 years of experience working in the Information Technology field
5 years experience working in a clothing factory, preferably in the production floor

IT Service Management Resume Examples & Samples

Performing reviews on Enterprise Computing (EC) owned change records to ensure process adherence
Inputting to Change record approval decisions on an ad hoc basis and through internal CAB (Change Advisory Board) meetings
Undertaking Change Management process and requirements training with both EC Change Requesters and Approvers
Working with Vendors to ensure that Morgan Stanley requirements for change are understood and maintained
Ensuring EC adherence to the Morgan Stanley Policy 2.0 requirements on Change
Using reporting and spot checks to identify areas of improvement from a process and user perspective
Investigating, recording and provisioning thematic analysis on failed changes, unauthorized changes and changes resulting in major incidents
Inputting to EC and potentially EI level process improvements, in particular to improve the rate of failed and/or unauthorized changes and to reduce instability as a result of change
Maintaining and refreshing approver listings to ensure approvers remain current and appropriate
Contributing to the annual review of Standard changes'
ITIL foundation at a minimum
Service Management experiance
Good communication skills - as you will be working with vendors and stakeholders within EC
Presentation skills - as you will be presenting to Enterprise Computing Resource Team Management

IT Service Management Senior Manager Resume Examples & Samples

Management of the Service Management office function within Core Services
Overall ownership of the Service Management disciplines across Mars IS providing a centre of excellence for all Service Management related change, processes, and tooling
Strategic input with the IT Service Strategy and Assurance Director on future of Service Management disciplines for Mars IS
Thought leadership to define the Service Management maturity roadmap and priorities for Mars IS
Establishes Service Management standards, processes, and tools globally
Ensures Service Management processes fulfil business requirements and are sufficient to deliver the required Service Levels
Strategic Change and Program Management accountability for the delivery of Transformation programs to deliver the IT Service Strategy
Requirements, recommendations, and selection for Service Management solutions and tools to underpin the Mars IS Service Management disciplines
ITSM tooling ownership, roadmap, implementation, and continual improvement used across Mars IS in support of the Service Processes and Controls
Responsible for the day to day operational running and availability of Service Management tools across the Service Management environments within Mars IS as well as to externally outsourced users
Process ownership including support for process execution, measurement of process performance indicators and performance reporting
Governance of adherence to Mars IS Service Management process and disciplines working with the IT Controls and Tracking Manager to ensure compliance
Extensive experience working in IT
Extensive experience and proven track record in a senior Service management role, with proven experience of the whole Service Management Lifecycle including Service Strategy, Service Design, Service Transition, and Service Operation in a Global organisation
Strong knowledge of IT service management / service control processes and methodologies, e.g. ITIL, Sarbanes-Oxley, Cobit
ITIL (Service Management Certificate) qualified (preferred)
Strong knowledge and understanding of IT technology areas (within projects and operations)
Experience working in a multi-vendor IT sourcing environment (preferred)
Experience leading service management teams, internal and/or 3rd parties
Good Commercial and business awareness
Strong delivery record for IT Transformational initiatives

Lead-it Service Management Resume Examples & Samples

Ensure smooth functioning of End User Computing (EUC) Services
Manage EUC Infrastructure related projects
Interaction with Senior Management
Exposure in managing Business Expectations
Coordination with business lines and coordination for technical resolutions
Experience in working cross domain teams
Ensure adherence to various security measures announced from time to time
Act as escalation point of contact for IT helpdesk team and help resolving any escalation on time
Guide helpdesk team on any critical incident
Report / escalate to IT teams in Mumbai / Region as needed
Timely closure of project deliverables
Strong knowledge of ITSM
Exposure / knowledge of ITIL practices
Knowhow of critical processes like Incident Management, Problem Management, etc
Strong Project Deployment and Technical Documentation skill
Proficient in using MS office applications (especially excel, word and PowerPoint)
Exposure in executing organization driven controls
Understanding and knowledge of end user related technologies
6 to 8 years of experience in similar profile
BFSI / Banking Background Preferred

Manager, IT Service Management Resume Examples & Samples

Lead and Develop People
Manage professional employees by setting team direction, resolving problems and providing guidance to members of your team
Demonstrate integrity and ethical behavior by complying with applicable laws, regulations and policies and requiring the same from others
Manage and ensure compliance with IT structures/processes/technologies
Maintain knowledge of and leverage IT industry/marketplace technologies and trends
Responsible for the Information Technology Infrastructure Library (ITIL) practices including process and procedure development, deployment, management, measurement and governance of Incident Management, Request Management, and CMDB. Knowledge and Service Level Management
Responsible for all aspects of the IT Service Desk, Desktop Support, Procurement and Inventory Management for IT
Oversees managing services & support to ensure SLAs and customer expectations are met or exceeded
Oversees the Configuration Management Data Base (CMDB). Implements, configures and maintains the CMDB in compliance with ITIL
Works to define and implement all mechanisms needed to ensure full control of the Configuration Items (CI's)
Maintain precise documentation and accurate usage of the CMDB. Automates processes for gathering, populating, and maintaining CMDB data
Develops asset and configuration management standards, plans and procedures
Establishes SLAs across multiple functions and business units and oversees Service Improvement. Planning and execution when required
Establishes policy, procedures, and standards to ensure consistent, high quality delivery of service management
Directly manages leadership staff and is accountable for personnel actions including hiring, performance and salary reviews, corrective action and terminations within their organization
Ensures that all staff are properly trained, supervised and developed
Bachelor's degree in Computer Science, Management Information Systems, or related field of study
5 or more years of demonstrated experience driving/implementing ITSM efforts based on the ITIL framework
1 or more years of healthcare management experience in a large enterprise environment
ITILv3 certification
Ability and willingness to hold on-call responsibilities to respond to system issues 24x7x365
Prior experience leading support for large, critical healthcare applications (preferably on multiple platforms)
3+ years of experience leading managers
Advanced ITIL Certification
Six Sigma Black Belt or Green Belt certification
PMI certification

IT Service Management Lead / SME Resume Examples & Samples

10+ years of experience in Industry of Navy IT with requirements, including OPNAV N2/N6, policy, including DON CIO, and acquisition, including PEO-EIS stakeholders
5+ years of experience with Navy IT
Experience with leading IT service management initiatives
Experience with leading teams
Knowledge of IT service management best practices
ITILv3 Intermediate Certification

Specialist IT Service Management Resume Examples & Samples

Ensures stable IT operations within LO/OC in the framework of the GIT policies
Solid knowledge on LAN, WAN, Microsoft File and Print, Messaging and Active Directory, Windows & MAC OS
Experience on application development ( Excel Macros/Web/mobile application ) and end user support
Degree from educational institutions focusing on Information Technology / computer-related subjects

IT Service Management Resume Examples & Samples

Provides support services to GIS customers for specific IT service or set of services. Adheres to service management processes and procedures to meet customer service level agreements and maintain customer satisfaction
Carries out recommended updates to the service lifecycle including patching, point releases and major upgrades
Configures IT technology and executes basic changes while following standard operating procedures and change/release management policies
Uses incident and outage trend data to recommend technology or process changes to improve stability and reliability of service
Monitors specific IT service or set of services for availability and performance and reports anomalies through predefined process
Creates and maintains technical and end-user documentation for specific IT service or set of services is maintained
Explains complex information to others in straightforward situations

IT Service Management Resume Examples & Samples

With supervision, provides support services to GIS customers for specific IT service or set of services. Adheres to service management processes and procedures to meet customer service level agreements and maintain customer satisfaction
Drafts technical and end-user documentation for specific IT service or set of services
Completes root cause analysis of outages or incident trends (often working with managed services partner)
Demonstrates conceptual knowledge of theories, practices and procedures within a discipline
Exchanges straightforward information, asks questions and checks for understanding

IT Service Management Lead Resume Examples & Samples

15+ years of experience with performance analysis, quality assurance, quality control, and regulatory compliance
Experience with Intelligence Community (IC) infrastructure platforms, including operations and services
Experience with enterprise incident management tools, including ServiceNow
Knowledge of implementation strategies for ITIL v3-based service design, strategy, and operations
Knowledge of Enterprise IT operations processes and procedures
ITILv3 Foundations Certification
DoD 8750.01-M IAM Level I Certification
Experience with IT problem solving and process management
Experience in working with customer service, Cybersecurity, IT systems architecture, and development teams
Experience with ITIL v3 continual service improvement
Ability to balance multiple concurrent activities and manage time efficiently
Ability to learn new skills and technologies
ITIL v3 Intermediate Certification

Senior IT Service Management Lead Resume Examples & Samples

Owns,drives restoration and coordinates efforts for Expedia Major Incidents across multiple support teams
Identifies own goals and determines how to achieve them; works independently
Can detect underlying problems and patterns. Looks beyond the obvious
Establish command and control structures for Major Incident Management that dynamically expand depending on the situation
Foster and evangelize web scale IT best practices for Major Incident Management including detection, triaging, assessment, troubleshooting and restoration
Identify problems and implement solutions that address site and infrastructure resiliency, availability and performance issues
Work with Level 3 and Level 4 support organizations in understanding their technologies and facilitating knowledge transfer to lower level support teams
Mentors others as necessary

Lead-it Service Management Resume Examples & Samples

Focus on structuring and restructuring processes, identifying scope and assessing the improvement or design requirements of ITIL v3 based Service Management processes and related documentation. Editing, formatting and publishing of ITSM process documentation as required
Execute the IT Asset Lifecycle for both the HW and SW; Fixed and Mobile
Maintains and implements a proactive strategy for software asset and license management in order to ensure compliance with the obligations of vendor licensing agreements, ITAM Process and Policy, and IT Finance policies as they pertain to IT software assets
Mitigate financial and/or legal risks associated to vendor compliance, identify potential cost savings opportunities relating to software and support, and help improve our negotiating position with vendors
Leads the implementation of audit readiness processes to ensure we are managing license compliance risks
Serve as a SAM sponsor as it relates to Net License Position from Entitlements Knowledge (PO and vendor invoice artifacts), Proactive population and maintenance of SW License Pools (by title and version), Allocations from SW Licensee Pools (to serialized assets), Utilization and License Recovery at the Decommission and Retirement Phase of the ITAM Lifecycle
Maintains proper implementation of Asset Management policies, processes, and procedures for effective software lifecycle management (acquisition through disposal) leveraging the Asset Manager solution and help ensure company adoption from a Strategic and Tactical perspective
Executes ITAM roles and responsibilities as defined by process and policy for Client Computing and helps communicate them across the organization
Builds strong working relationships with other IT Departments, including, but not limited to, Support & Services, IT Architecture Group, and Technology Services Group to ensure software acquisitions, inventory tracking, utilization, and license reclamation processes to produce an accurate net license position

Intern IT Service Management Resume Examples & Samples

Assist with enhancing customer experience by promoting and leveraging the Self-Service Portal
Direct involvement in creating knowledge articles
Take part in improving the IT Services Catalog experience
Create documentation of processes and creation of guidelines
Participate as a team member in day to day office task including attending to different types of meetings (support, technical, budget, etc.)
Involvement in the creation and analysis of different IT Support Reports
Assist the Asset Management team to populate Infrastructure CIs into the CMDB
Assist with the development of Continuous Service Improvements for the IT Service Management Platform
Participate in the creation of training materials
Assist Incident and Problem Management with follow up on day-to-day tasks
Minimum age 21
Undergraduates must be entering their senior year
Be currently enrolled in an accredited college or university and obtaining an undergraduate in Information Technology, Computer Science, or a similar degree
Have at least a 3.0 GPA (be able to submit current transcript for verification purposes)
Students must receive school credit for completing an internship with the Company
Must have strong communication skills and proficiency in English (both oral and written)
Ability to communicate and interact with team members of all levels
Have proof of eligibility to work in the United States
Must be able to obtain and pay for any required licensing
Detail oriented, organized and ability to multi-task
Prior experience in identifying customer needs
Analytical skills to offer options and resolve problems in a variety of contexts
Current transcript (an unofficial transcript is acceptable)
Cover letter (no longer than 2 pages) that addresses the 3 following questions
What skills do you want to gain from this internship experience?
Tell us about some of your school involvements and how they relate to this position
What single quality attracted you to Boyd Gaming?

IT Service Management Director Resume Examples & Samples

Provides day-to-day management and mentoring as required of department managers
Oversees project management for application implementation, integration, and enhancements
Ensures successful delivery of approved projects
Drives down the cost of development and support while improving quality by implementing standard processes (Systems Development Life Cycle, architecture, project management, etc.)
Acts as a change agent to implement and manage quality improvement processes in service delivery management

IT Service Management Resume Examples & Samples

Hands on experience in installing, conﬁguring & troubleshooting multiple products on Cisco routers, switches, Home office solution, Riverbed WAN Optimization, load balancers, Network access controllers etc
Represent Network Operations function related queries for all change management
Work with infrastructure service vendors for service improvements plan initiatives
Experience in installing, conﬁguring & troubleshooting on Aruba Wireless Technologies and products
Experience in using network management tools for performance, tuning, troubleshooting and capacity planning
Adhere to Global network standards, policies, guidelines in-line with meeting regulatory requirements wherever applicable policies, guidelines
Collaboration with cross-functional team internally for support issues
Flexible to support 24/7 shifts to support global operations. flexible
In-depth understanding of and experience with TCP/IP protocols/Campus LAN/WAN and adept knowledge on routing, including BGP and EIGRP
Advanced experience with routers, switches, and other LAN/WAN equipment
Knowledge and working experience on Wireless Infrastructure
Familiarity with network monitoring and diagnostic tools
Advanced troubleshooting skills in the area of LAN/WAN and Data Center infrastructure
Escalation point of contact for all Network Technologies
Must have skills
CCNP Certification
Advanced troubleshooting of Network Architecture including Campus LAN/WAN, Wireless Technologies
Understanding of Network Security Technologies
Good to have skills
The individual must be an independent, conﬁdent, persistent and results-oriented individual - who contributes ideas and opinions to ensure sound solutions are implemented
Able to work as part of a virtual global team with cultural, language, and time zone differences
Able to deal with ambiguity and work independently with minimal supervision/guidance
Excellent time management skills i.e. able to juggle several operational issues
Excellent English communication and inﬂuencing skills
Solid oral and written communications, problem solving, commitment to task, ability to lead and inﬂuence change

Head of IT Service Management Resume Examples & Samples

Bachelor's or Advanced degree in IT or leadership related topics
5 years’ experience with process roll out in global companies
ITIL foundation mandatory, intermediate course level preferred
Experience with other process frameworks i.e. Six Sigma, BPR is an advantage
Experience and proven positive results with ITSM process and tool implementation in a global context
Well-developed presentation and facilitation skills
Experienced in working with 3rd party service providers

IT Service Management Growwwer Resume Examples & Samples

Preparation of complex IT reports based on the collected inputs
Creation and maintenance of relevant IT service databases
Contribution to the cooperation with internal and external clients
Participation in the maintenance and renewal of the IT Service Catalogue
Assistance in preparing IT service management related presentations
Always challenge yourself, learn continuously
Cooperation skills, problem solving, flexibility
Creativity, proactivity
Openness to development

Manager, IT Service Management Resume Examples & Samples

Effectively execute and drive continuous improvement for IT Change Management
Excellent leadership and negotiation skills
Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional activities
Strong organizational, and decision-making skills
Strong ability to prioritize multiple concurrent activities while meeting aggressive deadlines in a fast-paced environment
Detailed oriented, but adept at understanding abstract concepts
Ability to understand and follow complex processes
Ability to make quick decisions based on the information/data available
Ability to influence at an Executive Level both internally and externally
Ability to lead and influence peer groups both internally and externally
Knowledge of Systems Development Lifecycle helpful
Ability to quickly assimilate and understand complex technology architectures
Proficient using MS Office Suite of products; MS Visio, MS Access and MS Excel
Experience with ServiceNow Service Management tool helpful, but not required
Proficient with ServiceNow Asset and Configuration Modules, and SCCM
8 years IT-related experience
5 years people leadership experience
3 years managing a Change Management process
3 years managing a CMDB (configuration management database) or responsible for IT asset management

Senior IT Service Management Resume Examples & Samples

Process Definition and Implementation: Lead the design and development of ITIL/ITSM best practices, processes and tools for MST
Process Ownership and Management: Accountable for maturing process through the creation and execution of improvement strategies, projects, roadmaps and related deliverables. Oversee compliance with process procedures, data models, policies and technologies to ensure quality standards are met. Support formal compliance and audit initiatives. Collaborate with business units as required to communicate process changes and to maintain process documents and workflows for all in scope ITSM functions
Reporting and Analysis: Independently develop, analyze, manage and publish KPIs/Metrics to be used to measure the effectiveness and efficiency of the "in scope" ITSM processes
Collaboration: Build and establish solid working relationships by providing timely, accurate and high quality information to peers, subordinates, upper management and/or customers. Builds and maintains a strong working knowledge of the business areas and builds strategic relationships
Subject Matter Expert and Leadership: Advise MST business units on ITSM best practices and policies. Provide subject matter expertise on both ITSM processes and tools. Ability to adapt message to the audience, present to and advise senior executives
Business Relationship Management and Project Leadership: Interact with business units to elicit and analyze business needs, translating these needs into requirements. Establishes and supports governance to review, assess and prioritize these requirements for incorporation into tool and process designs
Bachelor's Degree or higher with minimum 5-7 years' experience in ITIL/ITSM. ITIL Expert with certification in one or more additional ITSM frameworks. Practical experience in development and ownership of processes, definition and execution of roadmaps, and experience in implementing related toolset(s)
Expert facilitation and presentation skills with experience in leading workgroups and Sr. executives through the use of techniques such as a SWOT analysis, Gap analysis and Affinity diagraming
Ability to read, write, and interpret business and technical documents
Excellent negotiation, conflict resolution and inter-personal skills
Basic math functions such as addition, subtraction, multiplication, division. Advanced reporting analytical skills
Must be able to work independently with minimal supervision. Must be able to work as part of a group
Ability to assess situations quickly and accurately and make decisions and/or guide consensus
Demonstrated ability to take a leadership role without formal authority
Excellent organization, problem solving, and time management skills
This position involves regular walking, standing, sitting, hearing, and talking. May occasionally involve stooping, kneeling, or crouching. May involve close vision, color vision, depth perception, and focus adjustment. Involves use of hands and fingers for typing on keyboard and using a mouse. May be a need to move or lift items under 10 pounds
Primarily Monday- Friday 8 hour days. Ability to work a flexible schedule based on department and company needs
Demonstrated experience in ITSM/ITIL practice in defining, implementing and managing various ITIL processes including but not limited to: Change Management, Incident Management, Problem Management, Release Management, Configuration Management, Asset Management, Knowledge, Service Catalog, Service Level Management, Availability Management, and Capacity Management
Extensive organizational change management experience. Adaptive to change and capable for easing this transition for others
Intermediate project management skills and expertise
Intermediate IT applications and infrastructure knowledge
Expert service management tool knowledge, extensive knowledge in report analytics. Competent in various work management products such as MS Visio, MS Excel, MS Outlook, etc. with the ability to learn new tool sets rapidly
Detailed understanding of the business and advanced acumen for aligning priorities and tasks to desired business outcomes. Retail experience preferred

IT Service Management Intern Resume Examples & Samples

Incident Management Trend Analysis
Create and review KPI (Key Performance Indicator) Reports
Identify Production environment stability trends
Must be an undergraduate/graduate student majoring in a field related to the internship (Ex: Management Information Systems, Data Analytics, IT Business Management, Computer Information Systems, etc.)
Minimum GPA of 3.0
Proficient PC skills to include MS Office Suite (Word, Excel, PowerPoint, Outlook)
Knowledge and experience with Lean/Six Sigma principles preferred
Analytical and Process Oriented
Familiar with the ITIL framework
Solve technical problems quickly
Demonstrate decisiveness and good judgment
Be flexible while achieving change
Consistently accomplish results
Have the ability to positively influence others
Maintain integrity in every situation
Openly communicate with all team members
Demonstrate excellent organization skills
Have the ability to work effectively with team members
Be energetic and enthusiastic to learn, individually and as a member of a team
Have the ability and desire to create quality results consistently
Be able to accept new challenges and work independently, provided with project objectives and guidelines

IT Service Management Consultants Resume Examples & Samples

The candidate is expected to develop into a subject-matter-expert role or a project leadership role based on a solid broad technical foundation
Degree majoring in Industrial Engineering & Management, Computer Science, IT or Electrical Engineering – M.Sc./civ.ing. preferred, with excellent academic record
2+ years of relevant experience in at least one of the below areas

Manager, IT Service Management Resume Examples & Samples

To provide global infrastructure supporting Data center Operations consisting of all business critical systems that support various business functions. Various initial teams such as WAN Network Operations, Firewall Management, Data Vaulting Services and Backup and Recovery Services etc
To maintain an up to date record of network diagrams, inventory databases and equipment specifications related to the customer's services, including updates to the knowledge base
Demonstrate the ability to work independently within a fast paced environment
Participate in Project Work as required for Network Services
To Provide ownership of complex Incident and Problem cases per ITIL guidelines including process execution & documentation, policy formation. Knowledge of ticketing tools like ServiceNow will be an added advantage
Analyzing the problems and implementing the required corrective actions, meeting SLA requirements
Team review and implementing the necessary automation tools
Co-ordination with upstream providers for internet routing/network congestion related issues
Create, maintain and follow policies to improve internal services
Metrics management, reporting and improvements
Deep understanding of firewall administration, intrusion detection and virus protection systems - Analysis and research of security alerts
Good understanding of Patch Management, Recovery Services environment and Data Vaulting software

IT Service Management Manager Resume Examples & Samples

Demonstrated experience implementing and supporting IT Service Management suites (ex. HEAT, HPSM, ServiceNow, Remedy)
Previous experience implementing and managing knowledge management systems
Previous experience implementing and managing employee self-service
Demonstrated experience implementing Service Desk quality tools and developing quality assurance programs
Previous experience implementing live chat for an IT Service Desk
Previous experience with Service Desk IVR (phone system) change/upgrade/integration projects
Previous experience managing ITSM tools administrators/developers, knowledge authors, project managers and business analysts
Proven interpersonal, customer relationship and teamwork skills
Must have a passion for service excellence and advocate ITIL methods to the broader organization
Proven operations and / or service delivery background within a large IT Operations organization
Experience leading and managing an IT service team, coaching and mentoring others, assessing staff performance and providing for professional development opportunities
Extensive background developing processes to encourage knowledge sharing, collaboration and work flow, and ensuring the development and implementation of any necessary actions to meet objectives
Experience gathering and analyzing metrics on performance data
Thorough understanding of the ITIL Service Desk function, as well as Incident, Request Fulfillment, Access Management, Event Management, Problem, Service Level, Change, Configuration and Service Transition processes
Experience with IT Service Management (ticketing) systems
Experience managing Service Transition of new systems from project to production environments
Must have excellent written and verbal communication with the ability to clearly present solutions at all levels and will be seen as subject matter expert
Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines
Ability to discern risks and take action to effectively mitigate
Demonstrated focus on delivery of a high-quality customer experience
Must be able to think quickly and outside the box
Service Desk management experience within the healthcare industry
Experience gathering and analyzing metrics on performance data required

VP, IT Service Management Resume Examples & Samples

As a member of the extended leadership team in Annuities Technology, this individual is responsible for developing the overall strategy for the function
Building process automation strategy to reduce technical debt
Works closely with their peers to provide strategic solutions and approaches to solve ongoing business challenges
Foster collaborative working relationships with Annuities business partners and Prudential’s Global Business & Technology Solutions to consultatively influence outcomes with the best interest of the company in mind
Ensure continual service improvement of all ITSM processes, holding process owners accountable for initiating improvements in the tool, process, steering mechanisms, and people
Prepare and present business cases and validate resource and cost estimates, as provided by their team, for potential technical solutions
Accountable for business partner satisfaction related to these processes
Effectively set vision and strategy for maturing the IT Service Management processes
Partner with IT and Business leaders to establish, adhere to, measure and mature strong IT Service Management practices and ensure they are delivered consistently
Establish and oversee measurement of Key Performance Indicators for the processes and develop a Continuous Improvement Program to improve business outcomes
Responsible for all financial aspects of the IT Service Management organization, including budget creation, budget performance analysis and detail financial reporting
Provide strong leadership to the entire IT Service Management staff, with an emphasis on talent management and development
Partner with other IT leaders to ensure processes perform in an effective and efficient manner
Fosters a climate of visionary and coaching leadership styles
Minimum 10 - 15 years of IT Service Management experience and proven track record in establishing IT operations capabilities
Master’s or Bachelor’s degree in Computer Science or related discipline, or equivalent experience
Able to think and project oneself as a senior business person first and technology executive second
Senior executive level oral and written communication skills, and ability to convey message with executive presence as well as consultatively influence outcomes
Articulates diverse and innovative ideas and can influence others to drive outcomes
Has demonstrated experience with taking intelligent risks and leveraging a ‘test and learn’ mentality
Is committed to a spirit of authentic partnership – to colleagues both internal and external to the organization
Boldly empowers and inspires others to solve problems, to move forward with conviction, and to flexibly change course when warranted
Experience working with agile and lean methodologies

Deloitte, IT Service Management Resume Examples & Samples

Ability to plan and manage own workload
Ability to work to tight deadlines and under competing priorities
Flexible and adaptable approach to work
An excellent understanding of IT
Proven experience of a Service Management role

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