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IT Service Management Specialist II


Noida - None - India



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The duties of a Cloud ITSM Specialist will be to lead, communicate, and provide oversight of ITIL based ITSM processes for Kronos Cloud & Hosted environments. He/she will assist the Cloud ITSM Manager in the design and implementation of true ITIL based ITSM processes such as Incident Management, Change Management, Problem Management, Service Level Management, or Knowledge Management.

• He/she will be responsible for integrating additional enhancements into the existing process / tooling with quality results and further user adoption accordingly.
• He/she will also be providing data and/or collateral's that support ITSM related metrics and initiatives on an on-going basis.
• The IT service management specialists may be assigned to oversee one or more ITIL process(es) to ensure adherence to the process(es), and provide analysis of trends to identify potential continuous improvement opportunities.
• He/ She will also partner with the other service and/or service functions to co-relate root causes and metrics.


Min. of 3 yrs of professional experience related to ITIL / ITSM

Essential Functions:
• ITIL Certification (v3 Foundations minimum; v3 Intermediate or v2 Practitioner desired)
• Prior experience with ITIL / ITSM Tools
• Prior experience leading and/or participating in Change Advisory Boards (CABs)
• Excellent writing skills
• Strong meeting facilitation skills
• Experience with/knowledge of complimentary processes: Configuration Management, Release and Deployment Management

Additional skills:
• Strong interpersonal and communication skills and comfortable in global working environment.
• Good at building team and cultivating team work
• Skills to train and mentor
• Experience working with off-shore delivery company and distributed teams is a plus

Knowledge, Skills, and Abilities:
• IT Crisis/Services Management / Service Design At least 3 + years
• Experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider.
• Strong project management and communications skills (both written and spoken).
• Proven ability to understand complex business issues and align communications strategies and outcomes accordingly.
• Significant experience managing crises, preferably within the financial industry
• An ability to assess the severity and priority of multiple incoming inquiries from management, customers and internal employees.
• Sound problem identification, judgment, resolution and decision-making skills.
• Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods.
• Experience managing a large team of people toward a common outcome.
• Ability to work well interpersonally cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.
• Bachelor of Science degree
• ITILSMF / ITIL Service Management Foundation Cert
• ITIL Certification (v3 Foundations minimum; v3 Intermediate or v2 Practitioner desired)
• Prior experience with tools that support ITIL / IT service management processes.

Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. 

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.