Service Management Specialist

Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets Job Description: Department: Global Technology | Infrastructure & Engineering - Service Assurance About News Corp: 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 leading businesses across a range of media, including: news and information services, digital real estate services, book publishing, digital education, and sports programming and pay-tv distribution. About the Role: We have an exciting and dynamic opportunity for a Service Management Specialist on our global Service Assurance team. This role partners with other members of the Infrastructure ServiceNow and Operations teams as well as business units within North America and globally. The Service Management Specialist position is responsible for implementing and assessing critical IT Service Management (ITSM) processes and is instrumental in managing processes to meet customer needs. This position is outcome driven and aims to optimize the customer experience and seek out continuous service improvement. The position requires the ability to multitask, work collaboratively across business units and within the Service Assurance team. As a global organization, this position will work across geographies to manage global-centric processes including Incident Management, Problem Management, Request Management, Change Management and many other facets of ITSM. 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 and procedures - Drive continuous improvement across services to optimize customer experiences - Facilitate collaboration to perform root cause analysis resulting from Major Incidents and failed changes - Ensure problem records and related tasks are documented, tracked and addressed based on defined SLAs - Ensure action items are assigned to address root cause and contributing factors - and that action items are tracked to closure - Identify and prioritize problems that impact our business operations - Partner with various engineering, operations, infrastructure, and security teams to resolve problems in a timely and effective manner - Monitor and analyze data to identify trends and patterns that lead to recurring problems - Develop reporting, provide status updates and analysis to senior management and other stakeholders through regular recurring operational reviews - Ensure strong operational focus on achieving service excellence through strong customer engagement - Contribute to continuous process improvement for ITSM processes with Global Service Assurance team - Facilitate communication and collaboration between IT teams to resolve complex problems Skills Required: - Dedication towards customer service, quality and driving improvement - Experience with ITSM-related tools - ServiceNow is required - Deep experience in ITSM Areas: Problem Management, Change Management, Major Incident Management, Service Transition, CMDB - Deep experience with relevant ITSM frameworks such as ITILv3 or ITILv4 - Proven experience navigating matrixed and global organizations - Strong analytical and problem solving skills - Excellent collaboration skills - Strong communication skills, verbal and written Qualifications: - 12+ 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 priorities - ITIL Foundation certification (v4 preferred) Job Category: