enterprise dcc coordinator incident management (lms) l2/l3.

o Problem Management
o Service Catalog / Service Requests
 Thorough understanding of IT service portfolio creation and management, service and value
requirement definition and design, and typical supporting operating models Experience creating, documenting and disseminating IT processes.
 Operates with a strong sense of urgency ensuring that the operationalized ITSM processes
and functions add value to all stakeholders, with respect to the delivery, management, and
consumption of those services.
 Establish strong relationships and partnerships with business/IT, clients/customers.
 Have a strong desire to deliver exceptional customer experiences, obsess over quality of
services being delivered, and be relationship oriented through transparent and proactive
communication. Some ways could include:
 Surveys to gather periodic customer feedback on a consistent basis
 Utilize an outside-in approach model and measure service success from customer’s point of
view.
 Proactively showcase service improvements
 Effectively communicate service impairments to the business/customers in a timely manner
while taking ownership of service resolution/restoration and coordination of resources
 Collaborate closely with IT teams, enable and share a common, customer-centric culture with
the teams and apply common methods to drive excellence in the role or function.
 Facilitate and drive alignment across teams, conduct customer research, and work with key
stakeholders across business and technology to develop the service strategy, vision and
roadmap.
 ITIL Certifications Preferred.
Skills:
 SNOW Hands On
 ITIL Framework Knowledge
 Stakeholder Coordination
 Ticket Quality and RCA
 End to End IT Service Management