Service Management Specialist

Notes to applicants:

• This position is eligible for full-time remote work in Texas, or North Carolina, or, in the alternative, to work in accordance with Dimensional’s office- first hybrid approach which involves working in the office on Tuesdays, Wednesdays and Thursdays, and the choice to work in the office or remotely, depending on what is best for your work day, on Mondays and Fridays.

• Resumes and portfolios (when applicable) are required as part of your application. When applying from a mobile device or tablet, you may not be able to attach a resume. If you cannot include an attachment at the time of your application, you will receive a follow up email asking you to attach your resume from a computer.

• Here at Dimensional, we strive to be an inclusive workplace for all. Even if you do not match every qualification listed, if you are interested in who we are, what we do, and why we do it, we suggest and encourage you to apply.

• If you require reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, such accommodation is available upon request.

Job Description:

About Dimensional:

Dimensional was built around a set of ideas bigger than the firm itself. With a confidence in markets, deep connections to the academic community, and a focus on implementation, we go where the science leads, and continue to pursue new insights, both large and small, that can benefit our clients. 

The Technology Department at Dimensional leverages the rapidly evolving state of the art to engineer scalable, innovative, and research driven solutions to improve our client’s financial lives.   

The IT Service Management team at Dimensional enables and facilitates the development of technology solutions through process engineering and governance, collaborating with other teams to drive efficiency and controls. Dimensional invests heavily in automation and tooling to provide modern solutions that contribute to our teams’ successes.

We are looking for a Service Management Specialist to join our team and collaborate with technical staff, business owners, infrastructure partners, service delivery managers, and other stakeholders to coordinate stability of service for our internal clients. The most important qualifications are a passion for process management and enthusiasm for learning new approaches and driving change.

You may be a fit for this role if you:

• Are open-minded, curious, and resourceful
• Are passionate about/stay current with modern technologies
• Solve problems systematically and transparently
• Share ideas, solicit/integrate feedback, design and solve collaboratively
• Take an engineering approach and demonstrate automation and security mindsets

What you might work on:

As a Service Management Specialist at Dimensional you will be responsible for the Change and Incident Management processes a well as Service Level reporting.

• Perform day-to-day management of the change management process, including reviewing change requests with internal teams, ensuring changes have sufficient resources assigned, and reviewing planned changes with the client
• Manage the weekly CAB Review meetings
• Perform day-to-day management of the incident management process, including ensuring teams are following up on their ticket queues and meeting service levels
• Manage the incident management review call with internal teams
• Provide analysis, guidance and measurement of infrastructure and technology providers' performance against committed service levels
• Collaborate with key stakeholders and program teams in compiling, analyzing, and interpreting data
• Review and maintain ITSM Process and Operating Procedures documentation
• Review policy, processes, procedures, and work instructions to identify and implement improvements
• Participate in defining, planning, and justifying initiatives to develop/implement automated and non-automated components of new or changed processes
• Understand the relationships, dependencies, and impact of neighboring business functions
• Build and maintain internal and client relationships to support the achievement of business objectives
• Work independently or as a project team member, on issues ranging from small and simple to large and complex, leveraging skills in multiple disciplines and products
• Develop and manage ad hoc ITSM reporting requests

Qualifications

• Bachelor’s degree in computer science, Information Systems, or related field or equivalent work experience
• 3+ years of IT experience in development and/or support functions in an ITIL delivery model
• 2+ years hands-on experience in ServiceNow
• Demonstrated proficiency with Microsoft Office applications
• Exceptional analytical and problem-solving skills
• Ability to work independently in a remote environment

Preferred Competencies:

• Experience working with SharePoint, especially in a development or administration role
• Advanced Excel skills for data analysis including pivot tables, lookups, and macros
• Knowledge of basic scripting or other automation tools
• Experience using SQL or similar query languages to retrieve and analyze data
• Familiarity with process mapping and project planning tools and techniques
• ITIL Foundations certification

Dimensional offers a variety of programs to help take care of you, your family, and your career, including comprehensive benefits, educational initiatives, and special celebrations of our history, culture, and growth.

It is the policy of the Company to provide equal opportunity for all employees and applicants.  The Company recruits, hires, trains, promotes, compensates, and administers all personnel actions without regard to actual or perceived race, color, religion, religious practice, creed, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), caregiver status, gender, gender identity, gender expression, transgender identity, national origin, age, mental or physical disability, ancestry, medical condition, marital status, familial status, domestic partnership status, military or veteran status or service, unemployment status, citizenship status or alienage, sexual orientation, status as a victim of domestic violence, status as a victim of stalking, status as a victim of sex offenses, genetic information, political activities or recreational activities, arrest or conviction record, salary history, natural hairstyle or any other status protected by applicable law except as otherwise required or permitted by law or regulation applicable to the Company or its affiliates.