As a member of the Reliability Engineering & Operations team working to support the evolution of Service Management technologies such as ServiceNow ITSM, ITOM, xMatters, Discovery and SCOM, supports IT service delivery by monitoring system performance, managing lifecycle, and implementing improvements based on ITIL frameworks. Key responsibilities include handling customer technical issues, documenting processes, maintaining service level agreements (SLAs), and collaborating with technical teams to optimise service quality.
Principal Accountabilities
- ITSM/ITOM Modules: Troubleshooting, diagnosing, and resolving technical service issues or escalating them when necessary.
- Service Monitoring & Optimisation: Actively monitoring ITSM components to ensure performance meets established KPIs, conducting regular system audits.
- Process Documentation: Creating and maintaining detailed documentation for IT service management procedures.
- Client Collaboration: Acting as a point of contact for technical queries, ensuring high levels of client satisfaction, and providing technical support.
- Performance Reporting: Generating reports on service activities, performance metrics, and compliance.
- SLA Management: Assisting in defining and updating service level agreements (SLAs) to meet business requirements.
Essential Skillset
- Bachelor's degree or equivalent preferred, but substantial relevant experience could substitute.
- Minimum 2 years of experience in a role with accountability for adherence to process, support operations related activities.
- Technical Proficiency: Familiarity with ITIL frameworks, system administration and ServiceNow.
- Communication: Good verbal and written communication skills with interpersonal skills for interacting with cross functional teams across regions.
- Problem-Solving: Analytical skills to diagnose faults and implement effective, prompt solutions.
- Experience in GCP services
- Good to have Linux/Windows platform experience
CME Group: Where Futures are Made
CME Group is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career by shaping tomorrow. We invest in your success and you own it all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.
At CME Group, we embrace our employees unique experiences and skills to ensure that everyone's perspectives are acknowledged and valued. As an equal-opportunity employer, we consider all potential employees without regard to any protected characteristic.
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