Campus Pride Jobs

IT Service Operations Specialist (ITSM, Service Now Operations, ITIL, Incident/Problem/Change Mgmt)

General Information

Ref #:

20240039744

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Noida - India - India

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

Description & Qualifications

Description

Summary:

UKG is looking for an IT Service Operations Specialist to join the IT Enterprise Service Management team. The position will be part of a team responsible for effective implementation of ITIL Processes and managing and supporting the ServiceNow application at UKG.

The ServiceNow application plays a crucial role in our business as it supports internal product support and business processes. This area involves various business functions, making it an excellent opportunity for someone who wishes to grow with the company, collaborate with multiple business users, and contribute significantly.

This position is in our Noida, India location.

• 3 days in office required every week

• Work hours: 11:30 – 8:30pm IST. For the first 90 days working hours will be 3:00 PM – 00:00 AM IST. Candidate should be open for 24*7 support

Job Summary:

The Senior IT Service Operations Specialist is the owner of and responsible for the management of one or more ITIL processes - Change, Incident (including Major Incident), Request, Problem or Knowledge Management. This position develops Critical Success Factors (CSFs) and reports on Key Performance Indicators (KPIs), identifies trends for proactive Problem Management, and ensures root cause analysis and preventative measures (reactive Problem Management) are completed for all major incidents to deliver best in class Service Management.

Essential Duties and Key Responsibilities:

• Manage and lead the end-to-end Change, Incident, Request, Problem or Knowledge service offerings (operational, tactical and strategic)

• Suggest improvements to the Incident, Problem, Change, Request and Knowledge management processes and procedures, and ensure effective adoption and governance

• Partner with other analysts providing inputs to define and manage KPI’s through process compliance, dashboards and vendor engagement

• Partner with various IT areas to adopt ITIL/ITSM processes

• Responsible for identifying opportunities on continuous service improvement, specifically through automation where applicable

• Participate and collaborate in the establishment of Service Level Agreements (SLAs) to set expectations and measure performance of assigned process(es)

• Plan and contribute to ITSM related projects

• Lead ITSM meetings (Quarterly Service Reviews, Major Incident Reviews, Problem Reviews)

• Responsible for the development of ITSM process training

• Participate in ITIL Maturity Assessments

• Create and maintain reports and dashboards to provide real-time insights into service management and operational efficiency.

• Provide training and support to end-users and other team members, helping them effectively utilize ServiceNow features and functionalities & educate them on the implemented ITIL Processes within UKG.

• Lead ITIL Incident Management activities including driving Major Incidents to resolution with multiple teams involved.

• Lead ITIL Request Management activities which includes performing audits on Service Catalogs to identify the useability, Service Catalog owners and similar Foundation data audits to ensure the process is effectively helping the enterprise follow the implemented ITIL guidelines.

• Develop clear and concise technical documents for ServiceNow Support and ITIL processes knowledge articles for the team

• Monitor platform health, usage, and overall compliance on the platform. Work with developers on defects found in the platform.

Qualifications

• Bachelor’s Degree or equivalent education and work experience

• 4 - 8 years of ITIL Processes Operations experience

• ITIL Foundation certification

• Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork.

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) and its supplement .

View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.