IT Service Management Specialist

Responsibilities

Service Management:

• Implement and maintain IT service management best practices.
• Coordinate incident, problem, and change management processes.
• Collaborate with cross-functional teams to enhance service delivery.
• Monitor and analyze key performance indicators (KPIs) for continuous improvement.

Procurement:

• Manage the procurement process for IT equipment, software, and services.
• Identify, evaluate, and select vendors and solution providers.
• Evaluate and recommend new technologies and solutions.
• Ensure compliance with procurement policies and guidelines.

Record Keeping

• Maintain accurate records of IT assets, licenses, and warranties.
• Document IT service processes, procedures, and configurations.
• Generate reports and provide insights based on recorded data.
• Collaborate with internal teams for proper documentation of IT activities.

Collaboration and Communication:

• Foster effective communication within the IT Service Department.
• Collaborate with stakeholders to understand their needs.
• Work closely with the IT team to identify areas for process improvement.

SharePoint and Microsoft 365:

• Lead training sessions for staff on SharePoint and Microsoft 365 applications.
• Provide ongoing support and guidance for SharePoint and Microsoft 365 users.
• Collaborate with teams to develop and implement SharePoint and Microsoft 365 solutions.
• Stay updated on new features and capabilities of SharePoint and Microsoft 365 for effective implementation.

Other Duties and Responsibilities

• Provide timely assistance to users in addressing hardware, software, and network issues.
• Collaborate with the system administrator to ensure the reliability, uptime, and smooth operation of systems.
• Troubleshoot and resolve technical problems, with the ability to escalate complex issues when necessary.
• Assist in the setup and configuration of user accounts, devices, and software applications.
• Work with the department administrative assistants in keeping accurate records, developing documentation, and contributing to the knowledge base to facilitate effective problem-solving.
• Assist in equipment purchasing and processing.

Qualifications

• A member in good standing of the Seventh-day Adventist Church
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience in IT support tasks.
• Strong understanding of procurement processes.
• Experience with training and implementation of SharePoint and Microsoft 365.
• Excellent organizational and record-keeping skills.
• Familiarity with ITIL frameworks is a plus.
• Effective communication and interpersonal skills.
• Ability to analyze data and generate meaningful insights.
• Detail-oriented with a focus on delivering high-quality results.

Responsibilities

Service Management:

• Implement and maintain IT service management best practices.
• Coordinate incident, problem, and change management processes.
• Collaborate with cross-functional teams to enhance service delivery.
• Monitor and analyze key performance indicators (KPIs) for continuous improvement.

Procurement:

• Manage the procurement process for IT equipment, software, and services.
• Identify, evaluate, and select vendors and solution providers.
• Evaluate and recommend new technologies and solutions.
• Ensure compliance with procurement policies and guidelines.

Record Keeping

• Maintain accurate records of IT assets, licenses, and warranties.
• Document IT service processes, procedures, and configurations.
• Generate reports and provide insights based on recorded data.
• Collaborate with internal teams for proper documentation of IT activities.

Collaboration and Communication:

• Foster effective communication within the IT Service Department.
• Collaborate with stakeholders to understand their needs.
• Work closely with the IT team to identify areas for process improvement.

SharePoint and Microsoft 365:

• Lead training sessions for staff on SharePoint and Microsoft 365 applications.
• Provide ongoing support and guidance for SharePoint and Microsoft 365 users.
• Collaborate with teams to develop and implement SharePoint and Microsoft 365 solutions.
• Stay updated on new features and capabilities of SharePoint and Microsoft 365 for effective implementation.

Other Duties and Responsibilities

• Provide timely assistance to users in addressing hardware, software, and network issues.
• Collaborate with the system administrator to ensure the reliability, uptime, and smooth operation of systems.
• Troubleshoot and resolve technical problems, with the ability to escalate complex issues when necessary.
• Assist in the setup and configuration of user accounts, devices, and software applications.
• Work with the department administrative assistants in keeping accurate records, developing documentation, and contributing to the knowledge base to facilitate effective problem-solving.
• Assist in equipment purchasing and processing.

Qualifications

• A member in good standing of the Seventh-day Adventist Church
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience in IT support tasks.
• Strong understanding of procurement processes.
• Experience with training and implementation of SharePoint and Microsoft 365.
• Excellent organizational and record-keeping skills.
• Familiarity with ITIL frameworks is a plus.
• Effective communication and interpersonal skills.
• Ability to analyze data and generate meaningful insights.
• Detail-oriented with a focus on delivering high-quality results.