Service Management Specialist - Contractor

Inside the Program

Understand how the rotation and mentorship will run.

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 activities supporting a broad range of ITIL Disciplines including Incident Management, Change Enablement, Problem Management, Configuration Management and other ITSM Services 
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.