Service Enablement Support Specialist
About the Role
We are seeking a dynamic and technically proficient Service Enablement Support Specialist to join our global technology team. This role is ideal for someone with a passion for automation, a strong foundation in incident and problem management, and a forward-thinking mindset for leveraging AI to drive operational excellence and customer satisfaction.
Key Responsibilities
- Identify and implement opportunities to automate manual workflows using scripting and AI tools.
- Collaborate with cross-functional teams to optimize service processes and improve operational efficiency.
- Identify opportunities to automate routine ITSM tasks like ticket routing, status updates, patch management, and user provisioning.
- Collaborate with Value Stream to leverage data and feedback to focus on customer experience initiatives aimed to improve user confidence.
- Develop and maintain trend analysis reports and interactive dashboards to monitor service health and identify recurring issues.
- Analyze cross-functional workflows, eliminate friction points, and implement Lean principles to streamline service delivery.
- Work with the Service Delivery Management Team and partner with the Value Streams on Improvement Initiatives
- Contribute to Root Cause Analyses (RCAs) and drive continuous improvement initiatives.
Required Qualifications & Technical Skills
- Bachelor's degree in computer science, Information Systems, or a related field (or equivalent experience).
- Strong background in ITIL frameworks and best practices.
- Experience with foundational ServiceNow Reporting, Administration and scripting
- Experience with writing scripts (Java, Python)
- Experience with Power BI, Power Automate, or other business intelligence tools is a plus
- Experience with Problem Management practices and objectives; Incident Trending
- Experience with monitoring platforms (Grafana, Prometheus, AppDynamics, Splunk, Datadog, Dynatrace)
- Experience with Azure or AWS
- Understanding of distributed systems, microservices, APIs, logging, and observability
- Working knowledge of Agile methodologies; experience with Azure DevOps (ADO) is a plus.
Preferred Attributes
- Excellent written and verbal communication skills.
- Confident in leading discussions across global, cross-functional teams.
- Strong analytical thinking, problem-solving, and decision-making abilities.
- Familiarity with ServiceNow AIOps and its application in proactive incident detection.
