Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
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Summary:
UKG is looking for an IT Service Operations Specialist to join the IT Enterprise Service Management team. The position will be part of a team responsible for effective implementation of ITIL Processes and managing and supporting the ServiceNow application at UKG.
The ServiceNow application plays a crucial role in our business as it supports internal product support and business processes. This area involves various business functions, making it an excellent opportunity for someone who wishes to grow with the company, collaborate with multiple business users, and contribute significantly.
This position is in our Noida, India location.
• 3 days in office required every week
• Work hours: 11:30 - 8:30pm IST. For the first 90 days working hours will be 3:00 PM - 00:00 AM IST. Candidate should be open for 24*7 support
Job Summary:
The Senior IT Service Operations Specialist is the owner of and responsible for the management of one or more ITIL processes - Change, Incident (including Major Incident), Request, Problem or Knowledge Management. This position develops Critical Success Factors (CSFs) and reports on Key Performance Indicators (KPIs), identifies trends for proactive Problem Management, and ensures root cause analysis and preventative measures (reactive Problem Management) are completed for all major incidents to deliver best in class Service Management.
Essential Duties and Key Responsibilities:
• Manage and lead the end-to-end Change, Incident, Request, Problem or Knowledge service offerings (operational, tactical and strategic)
• Suggest improvements to the Incident, Problem, Change, Request and Knowledge management processes and procedures, and ensure effective adoption and governance
• Partner with other analysts providing inputs to define and manage KPI's through process compliance, dashboards and vendor engagement
• Partner with various IT areas to adopt ITIL/ITSM processes
• Responsible for identifying opportunities on continuous service improvement, specifically through automation where applicable
• Participate and collaborate in the establishment of Service Level Agreements (SLAs) to set expectations and measure performance of assigned process(es)
• Plan and contribute to ITSM related projects
• Lead ITSM meetings (Quarterly Service Reviews, Major Incident Reviews, Problem Reviews)
• Responsible for the development of ITSM process training
• Participate in ITIL Maturity Assessments
• Create and maintain reports and dashboards to provide real-time insights into service management and operational efficiency.
• Provide training and support to end-users and other team members, helping them effectively utilize ServiceNow features and functionalities & educate them on the implemented ITIL Processes within UKG.
• Lead ITIL Incident Management activities including driving Major Incidents to resolution with multiple teams involved.
• Lead ITIL Request Management activities which includes performing audits on Service Catalogs to identify the useability, Service Catalog owners and similar Foundation data audits to ensure the process is effectively helping the enterprise follow the implemented ITIL guidelines.
• Develop clear and concise technical documents for ServiceNow Support and ITIL processes knowledge articles for the team
• Monitor platform health, usage, and overall compliance on the platform. Work with developers on defects found in the platform.
The Essentials
• Bachelor's Degree or equivalent education and work experience
• 4 - 8 years of ITIL Processes Operations experience
• ITIL Foundation certification
• Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork.
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com