IT Service Mgt Support

Key Responsibilities

1. Oversees support services to GIS customers for specific IT service or set of services.  Adheres to service management processes and procedures to meet customer service level agreements and maintain customer satisfaction.  
2. Completes root cause analysis of outages or incident trends (often working with managed services partner). Approves preventative actions 
3. Using monitoring data analysis of specific IT service or set of services for availability and performance, develops plans to implement recommendations to improve or change technology. 
4. Manages complex problems and outages which are escalated from other team members.  Services as technical subject matter expert.  
5. Configures IT technology and executes complex changes while following standard operating procedures and change/release management policies.
6. Works with vendors and management to develop plans for the life cycle of the product 
7. Ensure that service/product is meeting customer needs and initiates training, documentation and marketing to improve full value of the service/product is realized.  
8. Represent IT Service for change management and enterprise architecture discussions. 

Functional Knowledge

• Demonstrates depth and/or breadth of expertise in own specialized discipline or field 

Business Expertise

• Interprets internal/external business challenges and recommends best practices to improve products, processes or services

Leadership

• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity 

Problem Solving

• Leads others to solve complex problems; uses sophisticated analytical thought to exercise judgment and identify innovative solutions

Impact

• Impacts the achievement of customer, operational, project or service objectives; work is guided by functional policies

Interpersonal Skills

• Communicates difficult concepts and negotiates with others to adopt a different point of view

Qualifications

Education:

Skills

Certifications:

Languages:

Years of Experience:

Work Experience:

Additional Information

Shift:

Travel:

Relocation Eligible:

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.