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Incident & Problem Management (ITSM) Specialist

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Incident & Problem Management (ITSM) Specialist

  • Central Location, Orlando, Florida, United States, 32821
  • Central Location, Indianapolis, Indiana, United States, 46032
  • Full Time

Go Put the World on Vacation

 

At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 15,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.

Summary

The IT Service Management Specialist III is responsible for providing technical consultation, support, and expertise to advance ITIL best practices throughout the IT organization.  In this role the resource will have responsibility for one or more of these ITIL process functions (Configuration Management, Change Management, Incident Management, and/or Problem Management).  This individual will manage development efforts focused on expanding IT Service Management processes, audit and compliance capabilities and service quality.  The IT Service Management Specialist III will work collaboratively with other business units and identify opportunities to align IT Service Management processes for efficiencies and cost savings.

Responsibilities                 

  • Provide technical consultation, support, and expertise to advance ITIL best practices
  • Identify technology innovation opportunities and develop solutions.
  • Improve quality and productivity through improvements that leverage service management tools.
  • Manage highly complex development efforts focused on expanding IT Service Management disciplines within the IT organization.
  • Partner with IT team members to ensure standards and processes are followed.
  • Manage other assignments as requested by management.
  • Produce regular and accurate management reporting that serves as input to senior leadership decision making.
  • Provide service level trending data to senior managers.

Perform one or more ITIL functional roles:

Incident Management – the processes that facilitate the recovery of critical business services

  • Perform 24x7 on-call technical support
  • Facilitate technical resource conference calls
  • Provide status communications with IT and customers
  • Engage appropriate technical resources to resolve issues

Change Management – the processes that aid in the elimination of issues either contributing or causes unplanned outages to critical business services

  • Facilitate the Change Management process
  • Lead Change Advisory Board review meetings
  • Facilitate approvals for emergency changes
  • Identify and implement improvements that positively affect process metrics

Problem Management – the processes of identifying root cause from Incidents impacting the availability of critical business services

  • Lead weekly problem review board
  • Ensure resources are activity working open problems and tasks
  • Identify trends of affected items 

Configuration Management – the processes of tracking configuration items and their relationships to critical business services

  • Ensure appropriate audit controls are in place
  • Continuous review of environmental relationships to ensure an accurate representation of services
  • Collaborate with Asset Management process

Minimum Requirements and Qualifications

Education

  • Bachelor’s degree in Information Technology / Computer Science, Business, or equivalent years of experience and training

Training requirements (licenses, programs or certificates)

  • ITIL Foundation certification is desired

  • 5-7 years experience working with IT Service Management disciplines and processes
  • Minimum 5 years experience leading day to day operational activities
  • Minimum 4 years experience managing complex projects in a dynamic IT environment
  • Minimum 3 years experience mentoring junior team members
  • Minimum 3 years experience with using Business Intelligence (BI) reporting tools

Unless there is a legal requirement, experience will be accepted for the education requirement.

A World of Inclusion

Hospitality is at the heart of all we do at Wyndham Destinations, including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-13792

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