Description

You will oversee the IT Service Desk lifecycle, assessing current processes and implementing efficiency improvements.

This role is on-site.

Responsibilities

• Analyze existing IT Service Desk processes to identify strengths, weaknesses, and opportunities for improvement.
• Design and implement automation for incident ticket management, including auto-triaging email requests and task automation.
• Document lessons learned and best practices to drive continuous improvement of the service desk lifecycle.
• Provide training and coaching to stakeholders on new IT Service Desk processes.
• Report onsite in Los Angeles three days a week (Tuesday, Wednesday, and Thursday) to engage with stakeholders and current processes.

Required Skills

• 5+ years of experience in IT service management or related consulting roles.
• Proficiency with ServiceNow.
• Proven experience automating repetitive processes to increase operational efficiency.
• Strong written and verbal communication skills for effective information delivery.
• Ability to communicate effectively via email, phone, and in-person meetings.
• Experience in designing automation for ticket prioritization and assignment.
• Any graduate degree.

Key Skills

Education

Any Gradute