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IT Service Management Specialist

Location:

Lowell - Massachusetts - USA

Function:

Engineering

Ref #:

20200013761
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Description

A seasoned, experienced professional with a complete understanding and wide application of principle, theories, and concepts in the field. Applies a full understanding of area of specialization to resolve a wide range of issues in creative ways.
• General knowledge of other related disciplines, business unit function and cross group dependencies/relationships
• Develops solutions to a variety of significantly complex problems where analysis of data requires evaluation of identifiable factors
• Exercises authority and judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions
• Has a broad knowledge of a variety of alternatives and their impact on the business unit. Plans and organizes non-routine tasks w/approval
• Initiates or maintains work schedule and priorities
• Plans and organizes project assignments and maintains project schedules
• Works under general direction regarding the direction and progress of projects and special assignments. Independently determines and develops approach to solutions
• Interprets, executes and recommends modifications to company policies
• Assists in establishing departmental policies and procedures
• Contributes to the completion of specific programs and projects

The duties of a Cloud ITSM Specialist III will be to 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
• He/she will also be providing data and/or artifacts that support System Administration and Maintenance related metrics and initiatives on an on-going basis
• The Cloud Change Management Specialists may be assigned to oversee one or more maintenance initiatives 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 correlate root causes and metrics
• May be assigned to produces regular and adhoc management reports in a timely manner

Qualifications

• 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, communications skills, and process improvement (both written and spoken)
• Proven ability to understand complex business issues and align communications strategies and outcomes accordingly
• Significant experience managing crises
• 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
• Experience managing a large team of people toward a common outcome
• Ability to work well cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority

• Minimum of 5 years of professional experience with 3 years in a related role
• BS/BA degree in Business, Information Systems or Computer Science or related experience
• ITIL Foundation certified preferred

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 an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.