Apply on Employer Site

maurices · 1 day ago

IT Service Management Specialist

Corporate Office-maurices-Duluth, MN 55802

Full-time

Onsite

Entry, Mid Level

$55K/yr - $65K/yr

2+ years exp

Maurices is a women’s apparel retailer committed to offering feel good fashion for real life. The IT Service Management Specialist will support critical service management processes, focusing on change management, problem management, and incident analytics to enhance the company's omni-channel retail operations.

E-CommerceFashionRetail

Responsibilities

Review and validate change requests to ensure all requirements are met with accuracy and completeness

Identify and flag potential conflicts between proposed changes and existing schedules

Prepare detailed change information and materials for daily change review meetings

Support Change Advisory Board (CAB) activities by coordinating change schedules and documentation

Track change success rates and collaborate with teams to improve change quality

Monitor problem tickets to ensure adherence to SLA requirements for root cause analysis and resolution

Track daily progress on open problems and proactively follow up with assigned teams

Coordinate problem resolution activities across multiple IT teams to ensure timely completion

Escalate aging or stalled problems to the ITSM Team Lead with recommended actions

Document problem resolution patterns and lessons learned

Assist IT leadership with drafting and distributing status updates during major incidents

Ensure incident records are properly maintained with timely, customer-facing updates

Coordinate communication timing across IT and business stakeholders

Maintain incident communication templates and standards

Track post-incident action items to closure

Analyze incident data to identify trends, themes, and patterns across the IT environment

Create reports and visualizations that highlight opportunities for permanent incident reduction

Present findings to IT Operations teams with actionable recommendations

Partner with technical teams to prioritize and implement preventive measures

Track the effectiveness of improvement initiatives over time

Review knowledge base articles for accuracy, relevance, and currency

Identify outdated or missing documentation and coordinate updates with subject matter experts

Ensure knowledge articles are created following major problem resolutions

Track knowledge article usage and effectiveness

Maintain knowledge management standards and processes

Create and maintain reports and dashboards for change, problem, and incident metrics

Develop custom views and filters to support process workflows

Learn to build and modify ServiceNow workflows (training provided)

Ensure data quality and integrity across ITSM modules

May assist with CMDB accuracy and asset management activities as needed

Support ITSM process documentation and continuous improvement initiatives

Assist with audit requests related to change and problem management records

Participate in process reviews and recommend efficiency improvements

Help ensure compliance with internal IT governance standards

Qualification

ServiceNowITIL FoundationAnalytical skillsChange managementProblem managementMicrosoft Office SuiteStakeholder managementLearning agilityCommunicationAttention to detail