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ITSM III (Incident/ Problem/ Change Management) - Infrastructure

General information

Location:

Noida - India - India

Function:

Customer/Technical Support

Ref #:

20210018791

Description & Requirements

Description

OVERALL RESPONSIBILITY:

The duties of a Cloud ITSM Specialist III will be to provide oversight of ITIL based ITSM processes for UKG Cloud & Hosted environments. He/she will assist the Cloud ITSM Manager in the design and implementation of true ITIL based ITSM processes. He/she will also be providing data and/or collaterals that support ITSM related metrics and initiatives on an on-going basis. The ITSM Specialists III will be assigned to support one or more ITIL process(es) to ensure adherence to the process(es) and provide analysis of trends to identify potential continuous improvement opportunities. He/She will also partner with the other service and/or service functions to co-relate root causes and metrics. May mentor one or more ITSM management specialists. May motivate, develop, and manage performance of individuals and teams while on shift. May be assigned to produces regular and adhoc management reports in a timely manner.

A seasoned, experienced professional with a complete understanding and wide application of principle, theories, and concepts in the field. Applies a full understanding of area of specialization to resolve a wide range of issues in creative ways. General knowledge of other related disciplines, business unit function and cross group dependencies/relationships. This job is the fully qualified career-oriented position. Develops solutions to a variety of significantly complex problems where analysis of data requires evaluation of identifiable factors. Exercises authority and judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Has a broad knowledge of a variety of alternatives and their impact on the business unit. Plans and organizes non-routine tasks w/approval. Initiates or maintains work schedule and priorities. Plans and organizes project assignments and maintains project schedules. Works under general direction regarding the direction and progress of projects and special assignments. Independently determines and develops approach to solutions. Interprets, executes and recommends modifications to company policies. Assists in establishing departmental policies and procedures. Work is reviewed upon completion for adequacy in meeting objectives. Contributes to the completion of specific programs and projects. Failure to obtain results or erroneous decisions or recommendations would typically result in serious program delays and considerable expenditure of resources.

Responsibilities
• Monitor tickets in ServiceNow or Service Cloud.
• Complete standard tasks that have clearly defined processes and procedures
• Complete assigned tickets.
• Lead assigned projects.
• Self-motivated, able to prioritize work, work alone or in a team.
• Change Management: Receives, assess, facilitate approval and overall end to end change management process to ensure only approved changes are deployed into UKG Cloud environment(s). Provide post change deployment analysis to ensure change request went as planned.
• Analyze incident, change, and problem records to determine any trends
• Incident Problem Management: provide technical analysis of major incidents to uncover underlying problems in UKG Cloud environments. Ensures that accurate root cause and trend analysis are determined May lead problem review sessions and coordinates major problem resolutions to root cause. Ensures all incidents are logged and relevant parties involved.
• Communication: Communicates with and coordinates activities with Senior Management, Change Management, Incident Management, and customer/clients. Ensures problem or incident resolution.
• Resource Management: May mentor one or more teams of ITSM specialists. Motivates, develops, and manages performance of individuals and teams.
• Produces regular and adhoc management reports in a timely manner.
Skills
• Experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider.
• Strong project management and communications skills (both written and spoken).
• Ability to develop and document business processes
• Proven ability to understand complex business issues and align communications strategies and outcomes accordingly.
• Significant experience managing crises, preferably within the financial industry
• An ability to assess the severity and priority of multiple incoming inquiries from management, customers and internal employees.
• Sound problem identification, judgment, resolution and decision-making skills.
• Demonstrated capacity to lead under pressure, make decisions in ambiguous situations, and drive cross group consensus in short periods.
• Experience managing a large team of people toward a common outcome.
• Ability to work well interpersonally cross group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.

Qualifications

Education/Experience
• BE/ B.Tech/ MCA degree in Business, Information Systems or Computer Science or related discipline or equivalent experience and a minimum of 6 years related work experience.
• ITIL Foundation certified

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


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Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.

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