ITSM/ITIL specialist/Engineer

포지션 상세 정보

기술스택

Slack
GCP
AWS
PowerShell
Azure DevOps
Python
Confluence
Jira
Tableau
Perl

주요업무

• Take hands-on ownership of configuring and maintaining ITSM tool configurations.
• Support the formulation and execution of ITSM Policy and Procedures.
• Monitor, evaluate, and identify strategies to optimize processes, services, systems, and analysis.
• Provide responsive Incident Management support to minimize business disruptions.
• Collaborate within the Service Management framework to enhance team knowledge, prevent recurrences, and mitigate problems arising from changes.
• Collaborate closely with Application Development, Infrastructure, and other stakeholders, ensuring effective communication on incident status.
• Develop, monitor, and analyze key metrics, demonstrating the health, performance, and achievement of goals within the application.
• Develop, monitor, and help with the business and process analyze of key metrics relating to service operations delivery, including but not limited to SLAs, SLOs, KPIs, monthly volume and performance reporting, dashboard creation, and operational reporting.
• Meet with each client to onboard within the ITSM tool. Translate on-site processes and services into the ConnectWise tool and identify any area where an on-site process may not be defined or applied within the ITSM tool.
• Play a pivotal role in facilitating process and tool implementation and adoption.
• Craft change workflows, approval mappings, templates, and more under the guidance of team members.

자격요건

• Bachelor's degree in Computer Science, Information Technology, or a relevant field and 5+ years of experience OR an Associate’s degree and 8+ years of experience OR equivalent in hands-on experience and certifications.
• A minimum of 3+ years of experience in ITSM / ITIL process and tool assessment, design, and implementation.
• Preferred ITIL V3 Foundation Certification.
• Proficiency and hands-on experience with incident management/problem management tools implementation(Jira). 
• Demonstrated expertise in crucial ITSM processes, including Incident Management, Problem Management, Change Management, Service Level Management, and Knowledge Management.
• Experience with ITIL-based Incident Management systems.
• Active involvement in implementing quality guidelines, standards, and procedures.
• Proven experience in creating and maintaining reports using visual reporting tool.
• Efficiently manage multiple tasks within parallel processes.
• Proven ability to showcase excellent communication & customer service skills.

우대사항

• 유통/NW 마케팅 관련 업무 개발 경험
• 영어(기술문서/회화) 가능자
• 새로운 IT 기술에 대해 지속적으로 학습하고 빠른 습득력과 적응력을 갖춘 지원자

복지 및 혜택

• 건강검진 ( 임직원 및 가족 건강검진 지원)
• 식대수당 지급
• 자기계발수당 지원
• 육아수당 ( 6세 이하 법적자녀를 둔 부모 해당)
• PM 데이( 반기 1회 업무 없는 날 지정)
• 기념일 축하(생일/가정의달 선물)
• Profit Sharing (매년 1회)
• 자사제품 지원 / 전 제품 직원가 구매  
• 도서구매 지원
• 경조사비
• 휴가제도 ( 창립기념일, 건강검진 유급휴가, 워라벨휴가, 생일휴가)
• 매주 금요일 1시간 자율업무(조기퇴근 가능)
• 신규입사자 선물
• 기타

채용절차 및 기타 지원 유의사항

[채용절차]
• 서류전형 →  1차 인터뷰 → 2차 인터뷰 → 처우 협의 → 최종합격
※절차는 변경될 수 있습니다.
[지원 시 주의사항]
• 3개월의 수습 기간이 있습니다.(수습 기간 동일 급여와 복리후생 보장)
• 포트폴리오 제출 시,10MB 초과할 경우에는 링크를 기재해주세요.
[참고사항]
• 서류 합격자에 한해 연락드립니다.
• 본 채용은 수시 진행으로 우수 인재 채용 시 마감될 수 있습니다.