Title: IT Service Excellence Specialist
Salary: 95-120k
Location: Cerritos CA (Onsite)
Direct Hire
Interviews: 1st phone screen, 2nd Onsite
Requirements:
- 2-5 years of experience in IT Service Management, IT Operations, Service Delivery Management, or similar roles.
- Working knowledge or experience with the following:
- IT Service Management frameworks (ITIL, COBIT, etc.; ITIL Foundations or above is preferred)
- Project Management experience
- Process Improvement Methodologies (Lean Six Sigma, Agile, etc.)
- Software Development Methodologies (SDLC, Agile, DevOps, etc.)
- Experience with IT Service Management Tools (4me preferred; ServiceNOW, BMC, Freshworks, etc.)
- Experience with Web Technologies (HTML, CSS, JavaScript, Java, SQL) and Automation Technologies (e.g. RPA) preferred.
- Ability to work independently, navigate complex environments, and explain complex processes into manageable steps.
- Proficient in communicating with stakeholders across different departments and levels; summarizing complex information, driving discussions, and facilitating brainstorming and solutioning exercises.
- Readiness to challenge the status quo; inspect and evaluate business/IT requirements and processes to ensure operational excellence.
- Curiosity and want to grow your experience across several domains, especially freight logistics domains and general operation management, to drive projects from conception to running.
Responsibilities:
- Facilitate the development of the IT Service Management framework, including the creation, monitoring, measurement, and analysis of standardized IT processes and best practices.
- Develop and deploy training and coaching to IT team members on service excellence, IT Service Management framework, and process improvement concepts, tools, and techniques.
- Partner with IT service owners to identify service gaps and propose service improvement opportunities for evaluation and implementation.
- Foster a culture of service excellence through training, framework development, and communicating service excellence initiatives, progress, and results.
- Engage with business stakeholders to gather voice of customer (VOC) inputs and translate needs into functional and technical requirements for implementation/execution.
- Facilitate process analysis and process design workshops to develop solutions identified business or IT problems/opportunities.
- Lead service/process improvement and automation initiatives, from ideation to implementation and control.
- Develop metrics and reporting to monitor and control process and service performance and measure the impact of process/service improvements.
- Provide operational reporting on weekly and/or monthly key performance indicators (KPI) reports and review meetings.
- Support the lifecycle of services, including designing, documenting, implementing, and continuous improvement.
- Monitor and manage the ITSM tooling improvement pipeline from request to delivery.
Salary:
- $95,000 - $120,000/year based on education and experience level.
Benefits:
- Hybrid work schedule (1-day a week working from home); laptop provided by OEC Group
- 10-days PTO (Paid Time Off), Employee Appreciation Days, Paid Holidays, Sick/Flex time.
- Full Health Insurance coverage including medical, dental, vision, term life, and accident insurance.
- 401K retirement plan with 3% company match.
- Discounted pet insurance - woof! woof! meow!
- Annual performance bonus and mid-year reviews for salary increases.
Education:
- Bachelor's in Business Administration, Project Management, Industrial Engineering, or a related field is preferred.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
