Account Service Advisor - ITSM

• Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and client account management on a 24x7 basis
• Management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, client management, dispute and technical resolution management, and communications at various levels during services engagements from tactical to strategic

• 8+ years of Service Management experience including leading high-level service delivery processes and associated projects
• ITIL Foundation Certification with strong understanding of ITIL processes and principals
• Strong written and verbal skills and ability to create and document process
• Ability to physically perform general office requirements including strong Excel skills
• Must be able to perform essential responsibilities with or without reasonable accommodations
• Travel including overnight domestic or international trips may be required
• Owns one or more service delivery processes
• Manages service delivery processes in a standard service delivery environment
• Leads continuous improvement activities in support of client or internal business processes
• Undergraduate degree or equivalent combination of education and work experience

Graduate degree preferred

• Medical, dental, and vision insurance
• Flexible spending or health savings account
• Life and AD&D insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits