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IT Service Excellence Specialist

1 week ago

Manila, National Capital Region, Philippines RELX Full time

As an IT Service Excellence Specialist at RELX, you will play a vital role in ensuring the high quality and reliability of our services. Your primary responsibility will be to monitor and analyze service performance metrics, guaranteeing compliance with established service level agreements (SLAs) and key performance indicators (KPIs).

You will work closely with technical teams to identify root causes of incidents, manage incident resolution, and implement preventative measures to minimize service disruptions. Additionally, you will support the evaluation, coordination, and communication of IT service changes to ensure minimal disruption to operations.

Your expertise will also be sought after to optimize IT service management operations by providing recommendations for improving ITSM tools and workflows. Furthermore, you will generate and distribute detailed service performance and incident reports for stakeholders, providing actionable insights for decision-making.

To succeed in this role, you should have a Bachelor's degree in Information Technology, Business Administration, or a related field. Proven experience in IT service management or a related role is essential, as well as familiarity with ITIL framework and processes. Hands-on experience with ITSM tools - ServiceNow for at least 2 years is required.

In terms of skills, you should possess strong analytical and problem-solving skills, excellent communication and interpersonal skills, and the ability to prioritize tasks and manage time effectively in a fast-paced environment. Proficiency in data analysis and reporting tools is also necessary.

The ideal candidate will have a customer-focused mindset with a commitment to delivering exceptional service, strong organizational skills and attention to detail, and the ability to adapt to evolving technologies and business requirements. Team-oriented approach with the ability to work independently when required is essential.