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IT Service Management Specialist


Lowell - Massachusetts - USA



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The duties of a Cloud ITSM Specialist IV will be to provide oversight or leadership of ITIL based ITSM processes for Kronos Cloud & Hosted environments.
• Develop and/or assist in the design and implementation of true ITIL based ITSM processes as assigned by the Cloud ITSM Manager
• Providing data and/or collaterals that support ITSM related metrics and initiatives on an on-going basis
• The ITSM Specialists IV will be assigned to support or manage one or more ITIL process(es) to ensure adherence to the process(es), and provide analysis of trends to identify potential continuous improvement opportunities
• Partner with the other service and/or service functions to co-relate root causes and metrics
• May lead/mentor one or more ITSM management specialists during a giving shift
• Motivate, develop, and manage performance of individuals and teams while on shift
• May be assigned to produces regular and adhoc management reports in a timely manner


• 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)
• Ability to develop and document business processes
• Proven ability to understand complex business issues and align communications strategies and outcomes accordingly
• 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 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
• BS/BA degree in Business, Information Systems or Computer Science or related discipline or equivalent experience and a minimum of 5 years related work experience.
• ITIL Foundation certified; ITIL Intermediate Certifications are a plus.

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. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

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.