Apply on Employer Site

Discount Tire · 23 hours ago

ITSM Process Specialist II

Scottsdale, AZ

Full-time

Onsite

Mid Level

3+ years exp

Discount Tire is a growing company with over 60 years of history, looking to expand its team. The ITSM Process Specialist II is responsible for maintaining and extending ITSM processes and collaborating with ITSM Process Managers to enhance service delivery and process efficiency.

AutomotiveLogisticsRetail

H1B Sponsor Likely

Hiring Manager

Drew VanderWerf

Responsibilities

Develop new services, applications, and processes through the use of the ITSM software product

Serve as a subject matter expert with one or more of the ITSM processes

Lead the delivery of training material and training presentation to assist in the usage and understanding of the software product and/or processes

Create and maintain new documentation and knowledge articles as required

Work with the Business Analyst or individually participates in requirements gathering for enhancements to processes or new features such as service request opportunities

Provide assistance to the Process Managers on process design, continual service improvement activities, reporting, and monitoring of status

Participate with the Process Managers to deliver new ITSM processes

Create ad hoc reports and other metrics

Create and update documentation, including workflows documentation, processes, and procedures documentation

Support, promote and ensure consistent alignment to IT standards, processes and tools

Provide guidance for users of key Service Management processes

Work closely with service, product and business owners to integrate service management practices into the delivery of IT services

Lead continual service and process improvements through regular analysis of key metrics

Engage regularly with stakeholders to develop, manage, and refine the ITSM processes

Complete work in a timely and accurate manner while providing exceptional customer service

Other duties as assigned

Qualification

ITSM processesITSM software productITIL Foundations certificationIncident ManagementChange ManagementProblem ManagementCustomer serviceOrganizational skillsProblem-solving skillsTeamwork

Required

This position requires a minimum of three years of technical experience in Information Technology

Three or more years supporting, leading, and/or adhering to an ITSM process (i.e., Incident Management, Change Management, Problem Management, etc.)

Two or more years of knowledge and experience supporting an ITSM software product

Ability to work independently and in a team is vital

Proven ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential

Proven ability to respond to different organizational situations while maintaining a positive and friendly attitude is necessary

Maintaining confidentiality, treating others with respect and upholding Company values are key attributes

In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential

This position requires a high school diploma or GED

IT Infrastructure Library (ITIL) Foundations certification required

Preferred

Bachelor's degree preferred

ITIL Service Lifecycle Certificate(s) (i.e., Service Operations, Service Strategy, Service Transition, etc.) preferred, but required within 12 months

Company

Discount Tire

Glassdoor3.9

Our boards are a place to gather ideas, share tips, and enjoy the beauty of the automotive world. Your Journey Starts Here.

Founded in 1960

Scottsdale, Arizona, USA

10001+ employees

http://www.discounttire.com/dtcs/home.do

H1B Sponsorship

Discount Tire has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)