IT Service Management Associate

Associate- IT Global Service Management

Job Title:

Associate- IT Global Service Management

Summary:

Provide first level IT support for raised IT Incidents or IT Service requests as part of the Global IT Service Desk for Momentive. Be the main face of IT Service provided to the organization and drive continuous IT Service delivery improvements.

Responsibilities Include:

Key Tasks and Deliverables:

• Identify, troubleshoot and resolve IT support issues based on defined troubleshooting scripts and best practices. Execute these activities per defined KPI’s
• Pro-actively identify and communicate potential bottlenecks, problems and operational adjustments that improve the stability of IT operations.
• Identify key areas and support knowledge management based on IT Incidents and Service requests.
• Per requirements support IT projects and initiatives for testing, validation and document creation.
• Drive skillset improvement, knowledge sharing and intergroup training within the IT Service Desk to drive continuous service improvement (SME structure).

Position Objectives:

• Effectively resolve IT Incidents and IT Service requests submitted by Momentive end-users based on defined troubleshooting scripts, best practices and available knowledge management articles.
• Primary contact person for first line Incident resolution, knowledge sharing, coordination and communication of information required to be shared with IT Service Desk Analysts.
• Provide support and feedback related to testing, validating and coordinating IT projects and IT Service process improvements based on resource availability.
• Continuously monitor, evaluate and evolve the IT Service desk processes and best practices to increase effectiveness and maturity of IT service and drive operational stability. Main input for knowledge and problem management opportunities.
• Provide consultation, training, documentation and guidance to IT managers regarding ITIL methodology, processes, procedures and approach.

Qualifications:

The following are required for the role

Minimum Qualifications

• Must be fluent in Microsoft Office Outlook, Excel, Word, PowerPoint, and, Visio and Project;
• 3-5 years of IT Service Management experience and basic IT skills
• Previous experience with IT Service Management tool preferred.

Preferred Qualifications

• Professional IT service management certifications preferred (ITIL)

Educational Requirements

• Bachelor's degree related to Computer Sciences

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution

About Us:

Experience Level

Mid Level