Service Management Specialist Resume Sample
Merl Klein
1139 Griffin Tunnel,
Boston,
MA
+1 (555) 160 0271
Work Experience
Service Management Specialist
06/2016
-
PRESENT
Boston, MA
- Junior Project Management Skill
- Incident Management Skill
- Responsible for process, standards, governance and performance of the shared structures and technical environments
- Access and evaluate products/vendors
- Has a good understanding of the technical platforms, applications, and tools currently utilized at Eaton
- Work on multiple modules/component designs
- Has knowledge of project management methodology and tools. Consults with the governance team to help develop, define, and prioritize work and project requests
- Keep track of agreed SLA’s and develop action plans no enhance the end user satisfaction
IT Service Management Specialist
11/2011
-
05/2016
Chicago, IL
- IT Staff in2nd and 3rd level departments
- Onsite support staff
- IT Service managers (Retail, Sales)
- External Service Desk provider
- Supports the development and implementation of SLA’s, OLA’s, and UC’s
- Coordinates the change planning and implementation process with stakeholders, such as, business units’ representatives, project management and other IT associates, in compliance with specified change/release management windows
- Respond to customer’s questions and inquiries in a timely manner
- Provide ‘on call’ support in response to business/production problems as needed whether they occur during the normal work hours or off-hours, in a timely and effective fashion
Service Management Specialist With French
11/2006
-
05/2011
San Francisco, CA
- Familiar with Change and Configuration Management concepts
- Understanding of ITIL/ITSM concepts
- ITIL Foundations v3 required, preferably multiple Intermediate ITIL certifications
- Advanced skills in Microsoft Office product suite
- Review of root cause of all incidents and use this information to identify Problem Management opportunities within Kronos Cloud Customer’s solutions
- Second point of contact and day-to-day technical support to end users
- Responds to Level 2 support requests via multiple sources such as phone and e-mail
- Ensures that all customer issues/requests are recorded into the ticketing system
- Diagnoses problems by evaluating multiple options and escalates problems when necessary as per procedure
Education
National American University - Albuquerque Campus
2000 - 2005
Bachelor's Degree in Information Technology
Professional Skills
- Excellent team skills and matrix management experience
- Strong analytical, problem-solving, and conceptual skills, including knowledge of analytical tools
- Strong organizational, analytical, and problem determination/resolution skills
- Proven relationship management experience coupled with the ability to communicate effectively with partners
- Troubleshooting, diagnostic and performance analysis skills
- Good experience in requirements gathering, including experience in creating process documentation
- Experience in analyzing and recommending ITSM strategies based on desired business outcomes and priorities
How to write Service Management Specialist Resume
Service Management Specialist role is responsible for software, training, integration, database, security, architecture, reporting, design, travel, events.
To write great resume for service management specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Management Specialist Resume
The section contact information is important in your service management specialist resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Service Management Specialist Resume
The section work experience is an essential part of your service management specialist resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service management specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service management specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Management Specialist resume experience can include:
- Ensure primary focus is given to the resolution of Cloud incidents and that appropriate priority is assigned according to the priority/severity
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams,
- Has extensive experience from Marketing or Product Management
- Good understanding of ITIL processes and principals
- Provide effective oral and written communication to management as requested for the status of day-to-day operations and for specific projects
- Facilitate the resolution by effective communication across multiple teams (use conference bridges, group chats)
Education on a Service Management Specialist Resume
Make sure to make education a priority on your service management specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service management specialist experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Service Management Specialist Resume
When listing skills on your service management specialist resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical service management specialist skills:
- Excellent communication skills. Able to communicate effectively over conference calls
- Solid experience with using Business Intelligence (BI) reporting tools
- Work effectively with senior executive management, peers, and business partners
- Service transition is effectively managed through robust change management processes
- Work experience in relevant field, including experience writing project documentation
- Strong understanding and experience with leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, BMC Remedy
List of Typical Experience For a Service Management Specialist Resume
1
Experience For IT Service Management Specialist Resume
- Active participation in the Steering & Reporting of IT Production Governance for ITEC & GTS organization in Asia
- Collaborate with Service Development Lead to define service continuity, resilience and availability requirements and supporting metrics e.g. RTO, RPO
- Interacts with clients in a courteous and professional manner
- Creates, modifies and reviews documentation of issues resolutions
- Documents solutions to common problems and responses to frequently asked questions
- Creates and submits documented resolution to Knowledge Base
- Develops solutions to a variety of problems of moderate complexity, and recognizes and acts on inconsistencies in data or results and escalates unusual problems
- Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and
2
Experience For Senior IT Service Management Specialist Resume
- Close Collaboration with GTS counterparts to extend the Production Governance activities to GTS scope in Asia
- Propose Improvement on the Steering & Reporting with innovative ideas, while realizing these improvements via Automation, Tools Enhancement and Process Simplification etc
- Be Technically & Functionally familiar with Global Tools used for IT Production Governance in ITEC Asia
- Be part of the Major Incident Management team for IT Asia and participate in Shift for proper FTS (Follow-The-Sun) Support of it
- Provide technical consultation, support, and expertise to advance ITIL best practices
3
Experience For Service Management Specialist With French Resume
- Senior-level experience with design and implementation of IS Service Management processes and tools and assists to define Service Desk, User Administration, and other requirements based upon customer needs
- Participate in the process to enhance and expand the service offerings available to the end users to enhance patient care, quality & safety and overall business functions
- Reviews open incident and problem tickets for SLA compliance and works with other group managers to ensure compliance with process guidelines
- Conduct regular communication with vendors to ensure the appropriate levels of support are maintained for all Service Desk system components
- Acts as the technical leader of the IS Service Desk team and coordinates the day-to-day responses to incident, problem, and change management requests made to the Service Desk in order to meet published service levels and/or quality-related goals
4
Experience For Service Management Specialist With German Resume
- Supervises the day-to-day operations of the team and ensure staff and other resources are properly assigned for specific projects and/or coverage during peak times
- Participate with management and peers in the development of an enterprise level IT Service Management strategy. Assists in the development and documenting of plans based upon ITIL processes to address requirements on a 1-5 year basis
- Participate as a team lead in HICS and Disaster Recovery as it relates to IT Events
- Produce and maintain a security service Catalogue and its contents in conjunction with security service Governance & Review and Change management processes
- Ensure service catalogue and other service artefacts are regularly updated post successful change implementation
- Perform gap analysis against defined continuity requirements and drive activities to address gaps
- Propose Improvement on the Steering & Reporting with innovative ideas, while realizing these improvements via Technical approach (Automation & Tools Enhancement) and/or Process Simplification etc
- Help to drive the [IT as Learning Organization] initiative in Asia, as part of collaboration with ITEC/COO team
5
Experience For Senior Service Management Specialist Resume
- Be Technically & Functionally familiar with Global Tools used for IT Production Governance in ITEC & GTS Asia
- Plan for future-state technology and IT program deployments
- Develop, communicate, and deploy architecture processes
- Works within Eaton's IT Organization to influence the direction of key technical elements of the solution environment
- Accurately record all diagnostics, communications, and resolutions within Service Management toolsets
- Ensure Knowledge Base (KB) articles are kept current & contribute new KB articles based on known problems and their resolutions
- Have worked previously in a Command Center / NOC environment
- Provide On-Call/Shifts leadership support for all Cloud Support team and partner staff when required. Advising and directing where appropriate through delegated authority from the Senior Leadership Team
6
Experience For SEM Service Management Specialist Resume
- Resolve IT service issues in a timely manner, with minimal impact to the business and to Agilent customers
- Problem Management: Working with IT support partners to drive ownership e2e, identify and remove the cause of incidents, eliminate recurring incidents and minimize the impact of critical incidents that cannot be prevented. This includes both proactive and reactive problem management sources
- Participate in new IT service deployments, software releases and installation, system upgrades/evaluation and resolve IT related problems through stabilization
- Work with the broader IT logistics support team to undertake and manage projects/initiatives, automate management tasks, streamline processes and perform standard administration functions as needed
- Managing and developing tools, templates and channels to communicate efficiently with key stake holders and field personnel worldwide
- Collaborates with the Delivery organization to influence the strategy and decisions made during the project life cycle
- IT Policies and controls: ensure compliance requirements are met and participate in the development of policies and procedures for the improvement of support
- Integrates with the Delivery organization to ensure that projects are delivered with operational needs and efficiencies in mind
7
Experience For Service Management Specialist Resume
- Executes IT service management governance processes, policies, standards, and procedures for T&D portfolio to deliver high quality IT services and to improve execution effectiveness
- Assists in reviewing and in approving technical delivery products from MSP to ensure they satisfy the ongoing business requirements, ITIL process standards, and related requirements
- Ensures budget is spent in an efficient manner with priorities that align with Company values and mission statement
- Participates in strategic budget planning to meet strategic goals and operational efficiency with emphasis on application stability and data integrity
- Driving the development and implementation of initiatives within the strategic plan for IDD Service and Support, e.g. creating a clear service portfolio including core services and value added services, pricing and customer value proposition
- Has excellent written and oral English communication skills
8
Experience For IT Service Management Specialist Resume
- Is a strong network builder who likes to work cross-functionally with colleagues and customers around the world
- Owner of the Global Services’ site on the IDD internal website
- Is analytical and systematic with a strategic mindset
- Provides point of contact for process related questions or issues and facilitates related meetings
- Manages client relationship face to face as is an onsite role
- Leads and manages the service management team remotely
- Allocates work and mentor others
- Knowledge of ITIL Tools
- Competencies in conflict resolution, customer service, facilitation, executive presentation
9
Experience For Senior IT Service Management Specialist Resume
- Manage and direct activities within the SIAM team to ensure the effective delivery of the processes supporting critical business services with a prime focus on services supporting AIB’s Mission Critical Activities
- Lead in supporting a number of key processes, specifically Availability, Change & Capacity Management processes, taking on the primary role of process owner and providing leadership amongst both internal and external cross-functional teams to implement the appropriate AIB deliverables
- Provide leadership with all IT stakeholders to optimise the capability of the IT infrastructure and supporting organisation to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives
- Support the definition of requirements for Service Providers to ensure that information on existing and proposed standards, policies and guidelines are published and made available via standard communication tools, and ensure adherence to the AIB Release Management process and the ISO 20000 standard
- Manage and lead governance fora within SIAM
10
Experience For Service Management Specialist With French Resume
- Lead in the implementation of effective policies and procedures across AIB to transition all aspects of IT Services through the development, testing, staging and production/operations environments
- Design, track and manage the supporting KPI’s and metrics to support positions and conclusions in support of critical services delivered by AIB IT, Service Partners and vendors
- Ensure full and continued alignment of the processes within this function to ITIL and AIB’s ISO20000 certification
- Ensure all elements of the function comply with AIB standards, IT Security policies and Group Internal Audit requirements
- Liaises with relevant service delivery teams, third party vendors, customer representatives where necessary
List of Typical Skills For a Service Management Specialist Resume
1
Skills For IT Service Management Specialist Resume
- Excellent communication skills. Able to communicate effectively over conf calls
- Work experience in relevant field, including experience writing end-user documentation
- Proven experience leading the deployment of 'to be' ITSM processes/solutions in customer environments
- Experience delivering systems as a service and supporting end users using the service
- Experience performing analytics related to identifying fraud, waste and abuse for the Centers for Medicare and Medicaid (CMS)
2
Skills For Senior IT Service Management Specialist Resume
- Demonstrated ability to provide thought leadership to ITSM sponsors/stakeholders in solving business process and/or technical problems during project delivery
- Experience presenting and translating technical language to both technical and non-technical audiences
- Good understanding of SAAS Support covering Infrastructure, Application technologies
- Solid understanding of IT Service Management disciplines
- Solid understanding of Service Management tools used for Incident, Change, Problem, and Configuration Management
3
Skills For Service Management Specialist With French Resume
- Ensure service operates within the agreed Run The Bank budget through financial monitoring processes
- Technical experience in application development & maintenance, Integration systems, databases, and job scheduling environment
- Experience working in IT Operations in a managed services environment
- Strong understanding of ITIL processes
- Experience with BMC Analytics, Crystal Reports, Business Objects or similar reporting tools/ development
- Demonstrated ability to meet complex objectives in a highly dynamic environment
- Demonstrated proficiency in MS Office Suite of products; MS Office, Visio and Project
- Experience from Field Service or Technical Support positions
4
Skills For Service Management Specialist With German Resume
- Experience from the Life Science industry and is familiar with the quality requirements for IVD or medical device products
- Deep experience in Infrastructure and/or Application support
- IT Infrastructure and Development Experience
- Related experience
- Experience working with IT Service Management disciplines and processes
- BMC Remedy Development and Administration experience
5
Skills For Senior Service Management Specialist Resume
- Achieving the global Change and Release Management KPI's within the Americas region (Supporting Global Lead)
- Scripting in Perl, Python, Ruby etc
- Outstanding ability to analyze problems, propose solution options structure solution plans
- Assists in the administration and configuration of process related tools including ticketing applications, reporting tools, and other technologies
- Be the focal point while leading a Major incident up to & including interacting with Sr. IT Leadership as needed to help expedite incident resolution
- Active participation in the Steering & Reporting of IT Production Governance for China
- Working in the ITSM or IT services/consulting industry
- Active participation in the Steering & Reporting of IT Production Governance for ITEC Asia
- Liaise with the Business and Application owner during major incidents impacting particular business units
6
Skills For SEM Service Management Specialist Resume
- Independently make decisions on complex issues by identifying & rationalizing risks
- A deep understanding of automotive Service management roles and processes, including Service, Parts and Body shop
- Actively manage capacity and evergreening to 'future-proof' the service, and maintain a 3-year service outlook
- Accountable for all high impact changes affecting the technology service
- Be familiar with ITIL Framework for IT teams in Asia and promote its adaptation via training & education to others
- An understanding of relevant OEM field roles
- Expertise in understanding financial statements (profit and loss) for Service
- Act as an SME for training content
7
Skills For Service Management Specialist Resume
- Develop training content
- Change and Release Process governance and facilitation within the Americas region (Supporting Global Lead)
- Americas Change Advisory Board (Supporting Global Lead)
- Operations readiness (service transition) management within the Americas region (Supporting Global Lead)
- Problem and/or facilitation of analysis to support findings (Supporting Global Lead)
- Management of problems through the problem lifecycle (Supporting Global Lead)
- Communications within the problem stakeholders, team and senior management (Supporting Global Lead)
- Stakeholder management of ITIL process users within the Americas region (Supporting Global Leads)
8
Skills For IT Service Management Specialist Resume
- Knowledge of Eclipse, Perl, Shell, and other scripting automation languages
- Participates in integration and user acceptance testing of new service desk tools/practices
- Be the expert in ITIL Framework for IT teams in Asia and promote its adaptation via training & education to others
- Help to drive the [IT as Learning Organization] initiative in Asia, as part of collaboration with ITEC / COO team
- Assists in establishing new ITIL-specific disciplines in regards to change/config/release and other areas of service management
9
Skills For Senior IT Service Management Specialist Resume
- Participate as a member of the Service Management planning and process redesign teams
- Provide support and resources for the implementation, go-live, and ongoing support of new systems or applications
- Create new or update existing knowledge based articles as needed
- Support and Execute on Strategic Planning process
- Quickly assessing the severity of an outage in regard to business impact and technical complexity
- Develop an understanding of the organizational structure and infrastructure environment
- Act as the primary contact and authorized decision maker around invocation of Cloud Support Continuity arrangements where required, including off hours
10
Skills For Service Management Specialist With French Resume
- Integrates with the Planning and Architecture teams for operational initiatives and roadmap development
- Creation of service input to Marketing and promotional material
- Completion of the IDD Global Services’ Monthly Reporting and the Service KPI Scorecard
- Coordination of quality audits according to ISO13485 and MDSAP in Center of Excellence locations and regional organizations worldwide
- Has a change management mind-set being highly proactive and independent
List of Typical Responsibilities For a Service Management Specialist Resume
1
Responsibilities For IT Service Management Specialist Resume
- Proactive management of the relationship with the IT teams and IT Service Partners to optimize the effectiveness of the IT Service Management process within the remit
- Responsible for Service Management, including (but not limited to) Change and Release Management, Incident and Problem Management, Production Support, Data Quality Management, Service Request Fulfillment, Knowledge Management, and IT Audit Compliance and Remediation
- Responsible for Data Quality Management with a focus on operational support of data leveraged for operational and business practices including monitoring, tracking, investigation, and remediating data quality incidents and problems
- Works with other members of the SM Team to develop Service Management procedures for all practice areas defined above
- Designs SM Tool implementations in the areas of Change and Release Management, Incident and Problem Management, Production Support, Data Quality Management
2
Responsibilities For Senior IT Service Management Specialist Resume
- Facilitates project Release Management, Incident & Problem Management, and Data Quality Management status meetings
- Partner with the Enterprise Technology Service Management Architect, Operations, Enterprise Technology Communications & Training teams for Program Increment & Sprint Planning
- Understands the business drivers and needs of Enterprise Technology and Segment process stakeholders; consults with Enterprise, Segment and Business Unit IT teams on business needs, functional and technical requirements, goals/objectives and recommends new and/or existing Service Management Process capability solutions
- Performs the business and user needs analysis; documents the functional, design, reporting and data requirements and translates those requirements into the proper documentation
- Facilitate consulting with the defined Release Train to create User Stories, maintain functional design specifications, create and execute test plans (Functional Testing, Systems Integration Testing, and Regression Testing) and document test results, facilitate User Acceptance Testing with the business
- Documentation Management: Makes updates to the support model and other documentation to accurately reflect the current application functionality, including, but not limited to, functional specifications, user guides, business contact information, and other documents as deemed necessary
- Organization Change Management: Perform impact assessments; partner with Enterprise Technology Corporate Communications and develop required Organization Change Management plans and supporting collateral as needed
- Champion and change agent for the Enterprise Technology Service Management Lifecycle policies & processes
3
Responsibilities For Service Management Specialist With French Resume
- Serve as Subject Matter Expert in the assigned Process Area(s)
- Supports Demand Management in the collection of functional specifications for discovery efforts, proposals, and projects based on Enterprise/Segments/Business Units requirements, standards and strategies
- Participate in Process & Product Capability projects to achieve roadmap goals approved by executive leadership. Lead smaller projects/initiatives
- Project Management skills; able to define, drive and lead small – medium Service Management initiatives and projects with direct and partner teams within Enterprise Technology and Segments
- Researches; communicates and documents process capability requirements, including costs, while providing recommendations and alternative solutions where applicable
- Partner with the Enterprise Technology Service Management Architect, Tools Manager, Enterprise Technology SACM Lead to define and solution Service Management capabilities based on business requirements. Partner & coordinate as needed with other Enterprise Technology teams such as ADM, Automation
4
Responsibilities For Service Management Specialist With German Resume
- Effective Process Design; understands and applies “Lean” concepts as well as industry process best practices such as COBIT and ITILv3
- Design & development of Enterprise Technology Enterprise Service Management process capability assets including Policies, Process, Procedures, Report Designs, workflow design, and process measures
- Strong knowledge of IT Infrastructure Library (ITIL) concepts
- Experience with multiple ITSM tools
- Understand current Service Management tool sets; Subject Matter Expert on defined Process and Tool(s) interactions and flow
- Subject Matter Expert across the Service Management lifecycle; specifically Configuration & Change Management
- Recognize and embrace change as the external environment and organization
5
Responsibilities For Senior Service Management Specialist Resume
- ITIL Practitioner in Configuration & Change Management
- Knowledge of BMC Remedy ARS 7.x platform or 8.x platform
- Knowledge of BMC Remedy ITSM Suite 7.x. or 8.x
- Familiarity with Incident/Problem Management, Change Management, Asset & Configuration Management, SDLC, and Development Operations processes in an enterprise environment
- Knowledge of ITIL Foundation (v3 or greater)
6
Responsibilities For SEM Service Management Specialist Resume
- A strong understanding of IT and service Management toolsets with a proven track record in the development of solutions to challenges with a proven ability to solve complex and unique problems
- Excellent communication and interpersonal skills, an effective networker and influencer skilled at building valuable relationships with strong negotiation and independent decision making skills
- Relevant experience with Incident, Problem and/or Change Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools
- Experience in service management and operational responsibility of multiple applications and database environments
- Knowledge of how to fight fraud, waste and abuse in Medicare and/or Medicaid is required
7
Responsibilities For Service Management Specialist Resume
- Breadth of expertise to include BusinessObjects, SAS, and STARS systems
- ITIL V3 Foundations or later certification,
- Good understanding of Transmission & Distribution Applications such as ArcGIS, AutoCAD Map3D, ClickSchedule, SPIDA, SAP PO, their related Interfaces, and databases HANA, Oracle, SQL
- Prior Transmission & Distribution experience in electric utility industry
- Configuration & Release Management, availability management & capacity management
- Able to read, write and converse in Mandarin
8
Responsibilities For IT Service Management Specialist Resume
- Thorough knowledge of the book "The Seven Controllables of Service Department Profitability”
- Consult on job responsibilities
- Travel for live workshops and meetings
- Travel 50% with overnight travel required throughout the region
- To generate, analyze and present (deliver monthly,weekly & daily network performance reports to Customer Service Manager (as per agreed deadline)
- To analyze the operation of customer’s network and to report on Quality of Service
- To work on improvement plans with GCSC/CSM/VPO areas to incorporate in the Service Improvement Program as well as address Service Improvement Plan actions internally that have been agreed with CSM
- Engage with internal staff as required
9
Responsibilities For Senior IT Service Management Specialist Resume
- Drive BHP Billiton culture within the workforce
- Global technology infrastructure operations leadership and key Operations Management representative in the Americas for other ITIL process leads
- When required, facilitating execution of the major incident process by Technology or partner incident managers leading to timely service restoration within agreed SLAs by resolver teams of any critical/major incidents globally 24x7
- When required, resolution of all major incidents across Technology in adherence to agreed SLA’s ensuring standard process and procedures are followed and services are restored as quickly as possible
- When required, managing the Major Incident Bridge across all P1 incidents and agreed P2 incidents
10
Responsibilities For Service Management Specialist With French Resume
- When required, involvement in managing non-major incidents in conjunction with the Service Desk
- Working knowledge of ITIL Service Management concepts and processes, including: incident management, change management, problem management, service request management, configuration management > 4 years
- Experience in a multi-national, shared services environment, including clear customer service and resolution of escalated issues > 4 years
- Experience in delivery processes, including lifecycle controls (e.g. Design, Pilot, Acceptance) and Project Management > 4 years
- Overall experience in Information Security > 2 years
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