ITSM Dispatcher

ENERJİSA ENERJİ ÜRETİM A.Ş.

ITSM Dispatcher Roles & Responsibilities:

1. Service Catalog Management,
   1. Coordination of different stakeholders to make prioritization decisions, define processes to maintain and scale the catalog, and track the right metrics to identify performance gaps.
   2. Manage issue triage and follow-up with respective teams/squads
   3. Make the catalog a one-stop shop for all customer service requests.
   4. Plan for catalog rollout and upgrades
   5. Maintain catalog functionalities and search tags.
   6. Manage the demands for catalog changes.
   7. Coordinate stakeholders’ discussions and secure buy-ins

2. Own and maintain the IT Service Management Tool
   1. Create and maintain workflows.
   2. Map out and identify redundancies
   3. Manage authorizations
   4. Track and understand customer pain points about HELPİ
   5. Create end user surveys, focus groups and interviews for improvements
   6. Controlling & Monitoring the application performance

3. SLA Management & Reporting
   1. Define the KPIs with the stakeholders, monitor & measure them
   2. Bring improvement suggestions
   3. Report to SLA results regularly
4. Support IT Business Partners, Product Owners and technical personnel regarding the incidents, problems and change requests;

Capabilities:

1. Must know IT Service Management
2. Understand IT products & basic terminology
3. Knowledgeable about product management with agility perspective
4. 2-3 years of experience on IT service management
5. ITIL certification is a plus
6. Must be ready to present IT at the front the line
7. Familiarity with ServiceNow application
8. Keen on customer relations and coordination
9. Responsible, fixer and problem solver
10. Good communication skills
11. English verbal/written expected