Senior IT Support Specialist (ITSM)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

Job Overview:

As a member of the IT End User Experience Team with Rocket Software, you are part of a global, fast-paced IT organisation whose primary mission is to provide world-class service to Rocketeers.

As a Senior ITSM Process Analyst, you will be responsible for defining, implementing, managing, and continually improving ITIL-based IT Service Management (ITSM) processes and best practices for managing information technology services across Rocket Software, thereby enhancing the reliability and value of IT.

Essential Duties and Responsibilities:

• Define, implement, manage, and continually improve ITSM processes, including, but not limited to, Change Management, Incident Management, Problem Management, Knowledge Management, Service Request Management, and Service Asset and Configuration Management, ensuring alignment with ITIL best practices and business objectives.
• Serving as the subject matter expert, create and update ITSM process documentation, including but not limited to policy and process documents, user guides and training materials. Provide training to Rocketeers on ITSM disciplines.
• Measure and report on the effectiveness of ITSM processes using key performance indicators, trend analysis, gap analysis and auditing practices to develop a continuous service improvement plan. Prepare and present the required management information reporting in a timely fashion. Enable visualisation of raw data to support strategic decision-making.
• Establish governance mechanisms to ensure compliance, traceability, and accountability across the ITSM processes managed.
• Collaborate with stakeholders, both internal and external to IT, to gather feedback, understand their requirements for service improvement, and take appropriate actions.
• Establish and cultivate collaborative and professional relationships between EUX, the broader IT Team and Rocketeers. Be an advocate for Rocketeers within IT to ensure that their needs and expectations are understood and met regarding the ITSM processes.
• Act responsibly and diligently to protect the Rockets’ brand, reputation, and customers by adhering to all Information Security policies and processes.
  
  

Required Qualifications:

• Five (5) to eight (8) years of experience in ITSM process analysis with expertise in the ITSM processes listed below, preferably in a large enterprise organisation with a demonstrated pattern of increasing knowledge and responsibility.
• Incident Management
• Change Management
• Problem Management
• Knowledge Management
• Service Request Management
• Service Asset and Configuration Management
• Experience conducting process gap analysis and aligning practices with modern ITSM standards.
• Strong experience with metrics definition and KPI tracking within ITSM processes.
• Proven ability to define governance models and enforce role clarity across cross-functional teams.
• Strong troubleshooting and problem-solving skills with the ability to innovate and think out of the box while paying attention to detail.
• Outstanding interpersonal skills, including communication, presentation, and emotional intelligence. Strong stakeholder engagement and training delivery skills.
• ITSM Certification – ITIL Foundation required
• Experience working in a culturally and geographically diverse team in a rapidly changing environment.
  
  

Preferred Qualifications:

• Advanced ITIL certifications
• Microsoft 365 (Excel, PowerPoint)
• Jira Service Management
• Six Sigma Green Belt
  
  

Education:

• Degree preferred
  
  

Information Security:

Information security is everyone’s responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!