We are looking to hire a UAEN to join our team at EWEC, as a Service Management Specialist.
If you have experience matching the criteria below, we would like to hear from you.
Job Specific Responsibilities:
- Responsible for testing EWEC Service Desk system upgrades and process updates
- Support the design, delivery, and improvement of system processes
- Lead and manage 3rd party support staff
- Lead the integration of 3rd party support tools
- Serve as the primary point of contact related to EWEC Service Desk
- Manage escalations
- Build and maintain documentation, knowledgebase articles, and support resources to reduce the number of tickets
- Understand the technical solution, interfaces, and data flows between enterprise tools
- Work with vendors on service delivery issues
- Support Rota Management of support staff
- Provide general support, administration, and maintenance of the enterprise tools with a primary focus on the Service Desk platform, including:
Operations and administration of ITSM modules
Develop solutions in the tool
Use workflows to manage processes from the customer to the fulfilment teams
Understand evolving needs of the Enterprise Technology and Cybersecurity Service Owners and PMO
- Monitor the health, usage and compliance of enterprise tools
- Develop and produce accurate Service Delivery reports and Dashboards
- Desktop Support for MS Office, OneDrive and Teams etc
- Maintain CMDB
- Asset Management procurement and disposal
- Support Change Management processes
- Monitor customer satisfaction surveys
- Work closely with colleagues in the Enterprise Technology and Cyber function and the various departments within EWEC to ensure appropriate support and collaboration exist to achieve the organisational objectives
Standard Responsibilities:
- Contribute to the development and execution of department strategy, policies and procedures in alignment with the functional objectives taking into account the changing needs of EWEC
- Suggest opportunities for continuous improvement of systems, processes and practices taking into account ‘international leading practice’ and changes in business environment and leveraging insights.
- Ensure that all relative reports are prepared timely and accurately, and meet the section's requirements, policies and standards
Essential Requirements:
- Must have at least one related Certification: ITILv3 or v4 (Foundation or Intermediate)
- Minimum of 3 years of practical experience in IT Service Management/Service Delivery
- Strong communication skills with different layers of the organisation
- Adjusting to changing priorities with good time management skills
- Experience in managing third party suppliers
- Excellent written and verbal communication skills
- Developed previous experience with ITSM tools
- Developed experience in managing 3rd party support activities and staff
