IT Operations Specialist (ITSM experience essential) at Mimecast

• In this role you will evaluate, improve, and maintain operational processes to ensure efficient and productive operational outputs with an aim to develop governance framework using best practice frameworks like ITSM to measure and continually improve output.

You'll need experience in:

Operations

• Assess existing processes, systems and data to identify opportunities for improvement and devise a more efficient or cost-effective alternatives.
• Ensure alignment to best practises such as ITIL and Agile
• Document new processes and ensure they are continuous updated
• Esnure there is a proper document management practise in place
• Update knowledge base articles to assist the support and IT ops teams to provide support more efficiently
• Review data with an aim to make informed decisions as well as find opportunities of improvements
• Track and report on initiatives
• Maintaining and measuring service structures, data quality and key metrics.
• Creating and updating documentation of user guides and guidelines including operations manuals
• Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported

Mentoring

• Provide guidance and mentoring to the support team
• Define training needs of the team
• Assist to draft and lead change management

Essential skills and experience:

• Appropriate Business / IT qualification/s
• Minimum of 5 years of Business or System Analysis experience
• Extensive experience with configuring, administering, and supporting large enterprise IT Service Management (ITSM) platforms and solutions like Zendesk, BMC Remedy, Service Cloud.
• Proficient in designing, configuring, and maintaining ITSM service models
• Incident, problem, change enablement, service request management, service level management and knowledge management.
• Ability to conceptualise complex information and perform detail analysis when required.
• Capable of providing training as a subject matter expert (SME) and provide input on knowledge sharing sessions to key stakeholders.
• Comprehensive understanding of enterprise architecture concepts and models.
• Experience and implementation of ITIL.
• Experience with the Agile Methodology.
• Good business and IT acumen