Information Technology Support Analyst

Job Summary:

• The Lead Service Management Specialist provides expert guidance and hands-on support for our organization's IT service management. This senior-level position is crucial for ensuring the stability and integrity of our production environment through the effective application of industry best practices and our internal processes. In this role, you will apply the ITSM model, ITIL, and COBIT process frameworks to lead the day-to-day operations of our change and release management team.
• You'll serve as a mentor and coach, working closely with technical build and run engineers to coordinate the installation and updating of production infrastructure, systems, and application components. Your leadership will be key to championing adherence to our Change, Release and Problem Management processes and driving continuous improvement.

Summary Of Essential Duties & Responsibilities:

• Provide expert guidance and oversight for our Change Management Framework, leading Go-Live initiatives and Change Advisory Board (CAB) meetings.
• Lead the coordination and deployment of all software and hardware releases, ensuring they are executed smoothly and with minimal impact.
• Act as the primary subject matter expert for Change and Release processes. You'll coach and mentor technical teams, ensuring all changes are processed and documented in full compliance with corporate policies.
• Serve as a key liaison for the Service Desk and Operations Center, coordinating activities and follow-ups for changes that lead to service outages. You'll also participate in Root Cause Analysis (RCA) to prevent future issues.
• Proactively identify opportunities to improve process and tool efficiencies. You will champion initiatives to enhance inter-process dependencies and optimize workflows.
• Develop and maintain high-quality process and procedure documents that support development and production operations, ensuring consistency and adherence to standards.
• Perform other duties and/or special projects as assigned
• This role is approximately 80% remote and up to 20% on-site.
• The selected candidate must be able to come into the office to perform required work within 48 hours