IT Service Management Specialist

IT Service Management Specialist page is loaded## IT Service Management Specialist locations:
Corporate Office-maurices-Duluth, MN 55802time type:
Full time posted on:
Posted Yesterday job requisition :
R-158197##
** Brand Overview:
** maurices is a women’s apparel retailer that celebrates feel good fashion for real life. It’s committed to its service with style promise and offering affordable fashion that takes women from workday to weekend and all of life’s adventures in between. With inclusive sizing from 0-24, maurices is famous for its versatile styles including key categories such as denim, dresses, tops, and more.

Established in 1931, maurices operates 935 stores in communities across North America. Discover even more fashion at , MN 55802.##
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* Position Overview:

** The ITSM Specialist supports critical service management processes that keep our omni-channel retail operations running smoothly. This is an excellent opportunity for someone ready to advance beyond help desk work into a structured ITSM role with clear growth potential.

Working closely with the ITSM Team Lead, you'll play a key role in change management, problem management, major incident communications, and data-driven incident reduction initiatives. You'll gain hands-on experience with enterprise ITSM processes while developing technical skills in Service Now reporting, dashboards, and workflows.
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* Key Responsibilities:

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* ** Change Management**  + Review and validate change requests to ensure all requirements are met with accuracy and completeness  + Identify and flag potential conflicts between proposed changes and existing schedules  + Prepare detailed change information and materials for daily change review meetings  + Support Change Advisory Board (CAB) activities by coordinating change schedules and documentation  + Track change success rates and collaborate with teams to improve change quality
* ** Problem Management**  + Monitor problem tickets to ensure adherence to SLA requirements for root cause analysis and resolution  + Track daily progress on open problems and proactively follow up with assigned teams  + Coordinate problem resolution activities across multiple IT teams to ensure timely completion  + Escalate aging or stalled problems to the ITSM Team Lead with recommended actions  + Document problem resolution patterns and lessons learned
* ** Major Incident Management Communications**  + Assist IT leadership with drafting and distributing status updates during major incidents  + Ensure incident records are properly maintained with timely, customer-facing updates  + Coordinate communication timing across IT and business stakeholders  + Maintain incident communication templates and standards  + Track post-incident action items to closure
* ** Incident Analytics & Continuous Improvement**  + Analyze incident data to identify trends, themes, and patterns across the IT environment  + Create reports and visualizations that highlight opportunities for permanent incident reduction  + Present findings to IT Operations teams with actionable recommendations  + Partner with technical teams to prioritize and implement preventive measures  + Track the effectiveness of improvement initiatives over time
* ** Knowledge Management**  + Review knowledge base articles for accuracy, relevance, and currency  + Identify outdated or missing documentation and coordinate updates with subject matter experts  + Ensure knowledge articles are created following major problem resolutions  + Track knowledge article usage and effectiveness  + Maintain knowledge management standards and processes
* ** Service Now Platform Administration**  + Create and maintain reports and dashboards for change, problem, and incident metrics  + Develop custom views and filters to support process workflows  + Learn to build and modify Service Now workflows (training provided)  + Ensure data quality and integrity across ITSM modules  + May assist with CMDB accuracy and asset management activities as needed
* ** Process & Governance**  + Support ITSM process documentation and continuous improvement initiatives  + Assist with audit requests related to change and problem…