Key Responsibilities

Service Performance Monitoring: Track and analyse service performance metrics, ensuring compliance with established service level agreements (SLAs) and key performance indicators (KPIs).

Incident and Problem Management: Manage/co-ordinate the MIM (Major Incident Management Process) Collaborate with technical teams to identify root causes, manage incident resolution, and implement preventative measures to minimise service disruptions.

Change Management: Support the evaluation, coordination, and communication of IT service changes to ensure minimal disruption to operations.

Service Improvement: Identify key trend and opportunities for enhancing IT services and implement strategies to optimise service quality and efficiency.

Stakeholder Communication: Serve as a liaison between IT teams and business stakeholders, ensuring transparent communication about service performance and improvements.

Reporting: Generate and distribute detailed service performance and incident reports for stakeholders, providing actionable insights for decision-making

Compliance and Best Practices: Ensure adherence to IT service management frameworks (e.g., ITIL) and organisational policies.

Tool and Process Management: provide recommendations to optimise ITSM tools and workflows to streamline service management operations.

Qualifications

Education: Bachelor’s degree in Information Technology, Business Administration, or a related field.Experience:Proven experience in IT service management or a related role.Familiarity with ITIL framework and processes (certification is a plus).Hands-on experience with ITSM tools - ServiceNow for at least 2 yearsSkills:Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Ability to prioritize tasks and manage time effectively in a fast-paced environment.Proficiency in data analysis and reporting tools.

Key Competencies

Customer-focused mindset with a commitment to delivering exceptional service.Strong organizational skills and attention to detail.Ability to adapt to evolving technologies and business requirements.Team-oriented approach with the ability to work independently when required.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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