Service Management Officer (PROJ-4809)
Job Description
Remote is seeking a Service Management Officer to join the team in ASD. The Service Management Officer will contribute to the implementation and maintenance of a complex ICT environment containing both Windows and Linux based systems and identify operational ICT issues and contribute to their resolution, including confirmation that resolutions are in accordance with agreed standards and procedures. (Service Management Officer)
Role Description
Key duties and responsibilities
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Contribute to the implementation and maintenance of a complex ICT environment containing both Windows and Linux based systems.
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With guidance, capture and respond to incidents, problems and changes within the IT service management platform. Communicate with customers/system owners to establish the severity and urgency of the fault. Identify steps to resolve the issue or provide a suitable workaround to the customer whilst further investigation occurs. Escalate issues and give briefings to staff members and management as required.
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Identify operational ICT issues and contribute to their resolution, including confirmation that resolutions are in accordance with agreed standards and procedures.
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Assist in documenting existing and new features and processes related to system support and enhancement by providing input into the development and improvement of knowledge articles and Standard Operating Procedures.
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Participate, as required, in teamwork activities with staff to build skilled experience and support knowledge transfer across the team.
Technical skills
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Experience in administering Windows and/or Linux operating systems.
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Experience in administering infrastructure such as virtualisation, databases and storage platforms.
Essential criteria
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Customer service support: Level 4 (SFIA)
Monitors service delivery channels and collects performance data. Assists with the specification, development, research and evaluation of service standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members. -
Incident management: Level 4 (SFIA)
Ensures that incidents are handled according to agreed procedures. Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. Contributes to testing and improving incident management procedures. -
Service level management: Level 3 (SFIA)
Monitors service delivery performance metrics. Liaises with stakeholders to help them plan for a deterioration in service and/or breaches of service level agreements.