Title: ITSM Request Technician
Location: Jackson, MIReports to: ITSM Request ManagerFLSA Classification: ExemptFull-Time or Part-Time: Full-TimeSalary Range: $48,888 to $55,000* Starting pay varies based on location and experience, in compliance with specific state wage regulations. Competitive rates tailored to your geography and expertise.Position Overview: The ITSM Request Technician is responsible for the compliant and timely fulfillment of all IT service requests, from inception to successful resolution. This role requires the exercise of discretion and independent judgment in analyzing business needs, identifying service delivery solutions, and determining the appropriate course of action to ensure swift service delivery.
The ITSM Request Technician works to enable processes that allow customers to quickly leverage IT tools and services to meet business objectives, with a focus on continuous improvement and service automation.Key Responsibilities:
- Exercise discretion and independent judgment to oversee IT requests from need consultation to successful delivery of services, making decisions on appropriate solutions to meet business needs.
- Coordinate need assessments with relevant stakeholders and analyze complex IT systems to ensure alignment with business objectives.
- Identify and implement opportunities for service delivery automation, requiring strategic decision-making to enhance efficiency.
- Communicate effectively with key stakeholders throughout the request process, providing insights and recommendations based on the analysis of IT service needs.
- Ensure adherence to ITSM policies and procedures, exercising judgment in interpreting and applying these policies to various scenarios.
- Help maintain key application access compliance by evaluating compliance risks and determining appropriate corrective actions.
- Coordinate the IT Solution/Knowledge Base (KB) library to support L1 and customer self-service options, ensuring solutions meet user requirements and business goals.
- Assist in planning and executing IT service projects, using analytical and problem-solving skills to address potential challenges.
- Stay current with emerging technologies and best practices, and recommend new tools or methods to improve IT service delivery.
- Other duties as required.
Qualifications:
- Minimum Education/Certifications/OTJ Experience: Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience accepted; 3-5 years of IT service delivery experience.
- Knowledge of subject matter: Knowledge of IT service request processes, automation opportunities, and compliance with ITSM frameworks.
- Skills: Advanced technical knowledge to assess and consult on IT requests, proficiency in service automation, strong communication, and interpersonal skills.
- Abilities/Attributes: Strong problem-solving skills, ability to prioritize workload, customer service orientation, demonstrated ability to exercise independent judgment in decision-making, and willingness to provide on-call support or after-hours work as needed.
Additional Information: Flexibility in working hours may be required. Availability for occasional travel may be necessary.This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities, and working conditions may change as needs evolve. Coronis Health is committed to creating a diverse and inclusive environment where all employees are treated fairly and with respect. We are an equal-opportunity employer, providing equal opportunities to all applicants and employees regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic.
We welcome and encourage applications from candidates of all backgrounds.
43888.00 To 55000.00 (USD) Annually
