Mimecast’s mission is to make business email and data safer for more than 16,200 customers and millions of employees worldwide. Founded in 2003, Mimecast's cloud-based security, email archiving and email continuity services protect and deliver comprehensive low-risk email management with a fully-integrated subscription service. Mimecast helps reduces the c...
IT Operations Specialist (ITSM experience essential)
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.
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