Overview
Support officer in Service Enablement Team responsible for ITIL functions including Change, Problem, and Service Improvement, focusing on knowledge management and process adherence, and engaging with customers to meet contract objectives. The role may also be called upon to backfill key positions during leave periods.
Key Duties
* Provide support across core ITIL functions (Incident, Problem, Change Management) to ensure seamless service.
* Engage stakeholders to redesign, develop, test, and implement solutions that enhance service delivery.
* Review and analyze business processes and re-engineer them to improve efficiency and effectiveness.
* Document work accurately and provide regular status updates to ITIL teams and the SET Manager.
* Conduct knowledge sharing sessions and upskill other lines of service on process changes.
* Facilitate internal and external meetings focused on ITIL functions or process improvements.
Skills & Experience
* Experience in an ITIL-based environment.
* Knowledge of service levels and key performance indicators.
* Strong problem-solving skills and ability to translate ideas into business specifications.
* Proficiency in Microsoft Office, especially Excel for data analysis and reporting.
* High initiative, self-motivation, and excellent organizational and time management skills.
* Proven ability to build relationships and collaborate across all business levels.
Qualifications
Outstanding communication skills (written and verbal), strong negotiation and presentation abilities, attention to detail, and the ability to establish rapport and maintain effective relationships in a complex environment.
Benefits
Opportunities for professional development, supportive management, and a high-performance team environment.
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