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Technology Service Center IT Svc Mgmt Specialist

J o b D e s c r i p t i o n

Job Profile Title:	Technology Service Center IT Svc Mgmt Specialist
Job Code:	12336
Business_Title	Technology Service Center ITSM Specialist
Profile Title:	12336 Technology Service Center IT Svc Mgmt Specialist
Grade / Band:	IC3
FLSA Status:	Exempt
The Technology Service Center Service Management Specialist is primarily responsible for assisting with the coordinating and enforcing compliance of all IT Service Management policies and practices. The Technology Service Center Service Management Specialist will assist in the facilitation of Service Management related meetings for Change, Incident, Request and Problem Management. All duties are to be performed in accordance with departmental and MGM Resorts policies, practices, and procedures.

Principal Duties & Responsibilities
Assist the Service Management Director with the review IT Service Management standards, policies and procedures for Change, Incident, Request and Problem Management processes and confirm compliance by Technology, Digital and Data Teams.
Assist with providing training to educate employees on new standards, policies, and procedures to encourage continual process improvements.
Monitor Change Request workflows and follow up with Change Requesters to assist in moving their Change Request throughout the Change Management Process. Assist with preparing for the weekly Change Advisory Board (CAB) review meeting.
Send Change Request Downtime Notifications for Change Request that will result in a planned maintenance window for our key technology systems.
Review submitted change request for completeness and ensure change request are moving through the Change Management Workflow correctly.
Monitor Incident Management workflows and identify Incident tickets that require escalation to TDD leadership.
Assist with the coordination of major incident strike calls and collect information to be stored in the Service Now Incident Ticket.
Assist in preparing weekly and monthly reports of Major Incidents and their root cause.
Monitor Problem Management workflows and identify Problem tickets that require escalation to TDD leadership.
Assist in preparing weekly and monthly reports of problem hot spots and high-risk problems.
Assist with follow up problem investigations and collect information to be captured in problem tickets.
Monitor Service Request workflows and identify Request tickets that require escalation to TDD leadership.

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
Bachelor's Degree	Computer Science or related field	Required

Work Experience
Experience	Experience Details	Required/ Preferred
3+ Years of Prior Relevant Experience	Equivalent experience	Required
1+ Years of Prior Relevant Experience	Information technology experience in a large scale, complex technical environment	Preferred

Additional Requirements
Details	Required/ Preferred
Strong hotel background in multiple property management systems and their supporting components	Preferred
Previous experience with facilitation and enforcement of procedures and processes across diverse geographic locations	Preferred
Previous experience negotiating effectively and tactfully	Preferred
Previous experience in a hospitality and/or gaming industry	Preferred

Knowledge, Skills and Abilities
KSAs
Strong Knowledge of ITSM and ITIL principles and best practices
Demonstrated ability to develop strong alliances with those outside of your immediate organization
Knowledge of Gaming and Retail systems and how they integrate with Hotel
Strong Decision-Making Skills
Highly focused on customer service and guest experience
A collaborative and resourceful approach to problem solving
Knowledge of multiple Gaming Jurisdictions
Excellent customer service skills
Interpersonal skills to effectively communicate with all business contacts
Ability to effectively communicate in English, in both oral and written forms

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X