Senior ITSM Specialist

Job Description:

Who We Are:

Saks is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world.

On its website and app, Saks offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.
Role Summary:

This role performs operational reporting and analysis related activities for ITSM function including but not limited to Incident Management, Problem Management, Change Management and Systems Availability across the Enterprise Service Delivery and Information Technology departments.

Key Qualifications:

• 5+ years’ experience in IT.

• 3+ years’ IT Incident, Problem, Change Management experience.

• 3+ years’ of experience in IT Operations Reporting.

• ITIL v4 foundation certification required.

• Must be eligible to work in a full time capacity in the Eastern time zone.

• Bachelor Degree in Computer Science, or equivalent or an equivalent combination of experience and education.

• Strong experience in a senior technical role.

• Strong analytical and investigative skills.

• Curious mindset, cross functional leader.

• Ability to thrive in audit and compliance environments.

• Experience with Jira, ServiceNow or Cherwell or similar tools will be an asset.

• Experience and comfortable with running Change or Problem meetings.

• Experience and confidence with presenting to senior leadership.
   

Role Description:

• Work with ITSM leadership team to define and report on key Service Management process metrics and supporting analysis.

• Coordinate with Managed Services Providers where ITSM data is produced by the Provider and/or ITSM processes are part of Provider SLAs or Key Measures.

• Build and maintain ITSM process reporting.

• Continual service improvement within the ITIL framework.

• Deliver best practices supporting Service Management and overall Operations Service Delivery.

• Promote and champion the benefits of ITSM throughout the organization.

• Produce and Review Post Mortem Reports in a timely manner.

• Create and update workflows and assist in ITSM tool enhancements.

• Execute and manage Incident, Problem & Change Management processes to ensure optimal overall performance.

• Manage technical bridges and major incidents throughout the incident cycle to resolution.

• Maintain detailed Incident activity timelines for critical incidents and lead technical Root Cause Analysis to avoid repeat incidents.

• Review Major incident notifications to staff and management when necessary.

• Manage Major Incident notifications and provide clear and accurate communication.

• Facilitate meetings and present data and provide feedback and make recommendations, where appropriate.

• Research, review, analyze the effectiveness and efficiency of existing reporting techniques and processes.

• Create workflows for ITSM platform and automation between services.

• Provide on-call support 24/7/365 with rotating shifts, as needed.

• Act as a backup to facilitate and eventually lead CAB and PRB meetings.

Your Life and Career at Saks:

• Exposure to rewarding career advancement opportunities

• A culture that promotes a healthy, fulfilling work/life balance

• Benefits package for all eligible full-time employees (including medical, vision and dental).

• An amazing employee discount

Thank you for your interest in Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.