Service Management Specialist

GEOTAB
parental leave
United States, Georgia, Atlanta
Nov 05, 2024
Who we are Geotab is a global leader in IoT and connected transportation and certified "Great Place to Work." We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities. Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab's open platform and Geotab Marketplace , offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. Our team is growing and we're looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it's like to be a Geotabber, check out ourblogand follow us @InsideGeotab onInstagram. Join ourtalent networkto learn more about job opportunities and company news. Who you are: We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Service Management Specialist who has strong communication skills, enjoys coordinating and taking on new challenges. You will be working closely with IT Delivery Teams, PMO and DevOps, to ensure the "Run" Services meet their SLOs and Business needs. If you love technology, and are keen to join an industry leader - we would love to hear from you! What you'll do: As a Service Management Specialist, your key area of responsibility will be to execute services that are being delivered by the IT organization. These can include Major Incident Management, Problem, Change or Transition Management and/or Service reporting duties. This role will help execute, define and continuously improve these Service Management processes that are pivotal elements within the IT Enterprise & Delivery model. To be successful in this role, you will be a self-starter with strong written and verbal communication skills, and be a strong team-player with the ability to engage with all levels of the organization. How you'll make an impact Responsible for executing, developing, implementing and maintaining Service Management processes that include Major Incident, Problem, Change, Transition Management, Service Reporting Build out Service Management processes around agile and waterfall methodologies Act as a change agent and as part of the team of experts leading and supporting teams in their Agile Framework journey Socialize, get buy-in and implement the agreed upon roadmap Ensure cross-value stream coordination and collaboration, drive highest productivity and better quality of service management across the organization Monitor service level performance and ensure deviations are quickly addressed Provide leadership and a quality focus to improve service availability and reliability Ensure compliance with Geotab's processes and alignment with IT Service Management industry best practices and methodologies Provide guidance to support staff and assist in their training & knowledge development Establish and maintain management reporting on services such as Major Incident, Problem, Change Management and escalations Ensure that requirements for metrics & operational results are met by Delivery teams On-call flexible hours of work is required What you'll bring to the role Post-Secondary Diploma/Degree in Computer Science, Information Systems, or equivalent experience required ITIL Foundations V3 or 4 is required 5-8 years of experience related to IT Management or other IT process oriented role Experience working with Key Performance Indicators to drive business value Exposure and experience with IT Service Management to understand the importance of transitioning projects into the steady state service model Practical experience with Agile & Waterfall methodologies and Service Management tools such as Jira Proficiency and experience working with Cloud Services Strong practical experience with the ITIL framework e.g. Major Incident, Problem, Change Management, Measurement & Reporting as well as Transition Planning Comfortable with ambiguity and time spent outside of comfort zone acquiring new skills Strong interpersonal relationship building skills and the ability to manage stakeholder expectations Strong data & analytical skills with the ability to problem-solve to well-judged decisions Entrepreneurial mindset and comfortable in a flat organization If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply. Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees. Why job seekers choose Geotab Flex working arrangements Home office reimbursement program Baby bonus & parental leave top up program Online learning and networking opportunities Electric vehicle purchase incentive program Competitive medical and dental benefits Retirement savings program *The above are offered to full-time permanent employees only How we work At Geotab, we have adopted aflexible hybridworking model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology! Geotab verifies candidates' eligibility to work in the United States through E-Verify, an internet-based system operated by U.S. Citizen and Immigration Services. Other employment statements: Geotab will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. Geotab provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Geotab complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Geotab expressly prohibits any form of workplace harassment or discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Geotab's employees to perform their job duties may result in discipline up to and including discharge. If you would like more information about our EEO program or wish to file a complaint, please contact our EEO officer, Klaus Boeckers at HRCompliance@geotab.com. For more details, view a copy of the EEOC's Know Your Rights poster. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, "Geotab"), you acknowledge Geotab's collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to learn more about what happens with your personal data.