Description
The duties of a Lead IT Service Operations Specialist will be to provide oversight of ITIL based ITSM processes for UKG Cloud & Hosted environments. He/she will assist the Cloud ITSM Manager in the design and implementation of true ITIL based ITSM processes. He/she will also be providing data and/or collaterals that support ITSM related metrics and initiatives on an on-going basis. The Lead IT Service Operations Specialist will be assigned to support one or more ITIL process(es) to ensure adherence to the process(es) and provide analysis of trends to identify potential continuous improvement opportunities. He/She will also partner with the other service and/or service functions to co-relate root causes and metrics. May mentor one or more IT Service Operations Specialists. May motivate, develop, and manage performance of individuals and teams while on shift. May be assigned to produces regular and adhoc management reports in a timely manner.
Level 3 (Senior Level): A seasoned, experienced professional with a complete understanding and wide application of principle, theories, and concepts in the field. Applies a full understanding of area of specialization to resolve a wide range of issues in creative ways. General knowledge of other related disciplines, business unit function and cross group dependencies/relationships. This job is the fully qualified career-oriented position. Develops solutions to a variety of significantly complex problems where analysis of data requires evaluation of identifiable factors. Exercises authority and judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Has a broad knowledge of a variety of alternatives and their impact on the business unit. Plans and organizes non-routine tasks w/approval. Initiates or maintains work schedule and priorities. Plans and organizes project assignments and maintains project schedules. Works under general direction regarding the direction and progress of projects and special assignments. Independently determines and develops approach to solutions. Interprets, executes and recommends modifications to company policies. Assists in establishing departmental policies and procedures. Work is reviewed upon completion for adequacy in meeting objectives. Contributes to the completion of specific programs and projects. Failure to obtain results or erroneous decisions or recommendations would typically result in serious program delays and considerable expenditure of resources.
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Qualifications
Company Overview
Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?
EEO Statement
Equal Opportunity Employer
Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.