Service Assurance/ Service Management Specialist - News CorpService Management Specialist, Service AssuranceAbout News Corp:News Corp is a global, diversified media and information services company focused on creatingand distributing authoritative and engaging content to consumers throughout the world. TheCompany comprises leading businesses across a range of media, including: news andinformation services, digital real estate services, book publishing, digital education, and sportsprogramming and pay-tv distribution.About the Role:We have an exciting and dynamic opportunity for a Service Management Specialist on ourglobal Service Assurance team. This role partners with other members of the InfrastructureServiceNow and Operations teams, as well as, business units within Australia and globally. Thisposition is responsible for implementing and assessing critical IT Service Management (ITSM)processes and is instrumental in managing processes to meet customer needs. This position isoutcome driven and aims to optimize the customer experience and seek out continuous serviceimprovement. The position requires the ability to multitask, work collaboratively across businessunits and within the Service Assurance team. As a global organization, this position will workacross geographies to manage global-centric processes including Incident Management,Problem Management, Request Management, Change Management and many other facets ofITSM.This role reports to the Director of Service Assurance within the Global Technology -Infrastructure & Engineering team.Responsibilities:● Support management and development of ITSM processes including policies andprocedures● Drive continuous improvement across services to optimize customer experiences● Facilitate collaboration to perform root cause analysis resulting from Major Incidents andfailed changes● Ensure problem records and related tasks are documented, tracked and addressedtimely to reduce further service disruptions● Drive proactive problem management solutions to identify and solve potential servicedisruptions● Ensure action items are assigned to address root cause and contributing factors-- andthat action items are tracked to closure● Partner with various engineering, operations, infrastructure, and security teams toresolve problems in a timely and effective manner● Support impactful reporting via ServiceNow with data-driven analysis for seniormanagement and other stakeholders through regular recurring operational reviews● Ensure strong operational focus on achieving service excellence through strong● Contribute to continuous process improvement for ITSM processes with Global ServiceAssurance team● Facilitate communication and collaboration between IT teams to resolve complexproblemsSkills Required:● Dedication towards customer service, quality and driving improvement● Experience with ITSM-related tools - ServiceNow is required● Extensive experience in ITSM Areas: Problem Management, Change Management,Major Incident Management, Service Transition, CMDB● Extensive experience with relevant ITSM frameworks such as ITILv3 or ITILv4● Proven experience driving process improvements in the areas of Incident, Change and● Proven experience navigating matrixed and global organizations● Strong analytical and problem solving skills● Strong communication skills, verbal and writtenQualifications:● 6+ years’ relevant experience in Information Technology● Undergraduate degree in Computer Science or related fields preferred● Ability to work in a fast-paced environment and manage multiple prioritiesJob Category:News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.For any questions or concerns on our website, please contact
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