Manager, ITSM

WE ARE VERITONE

We are driven by the belief that Artificial Intelligence is mankind’s greatest invention. It is the key to building a safer, more vibrant, transparent, and empowered society. We are determined to be an active contributor to shaping our future for the better. We care about the ethical implications of AI and the prosperity and well-being of all individuals, as well as the growth and continued successes of our employees, customers, and partners.

Veritone’s mission today is more important than ever. We’re here to democratize AI and enable every organization and every person with the power of AI. What started in 2014 with the idea of providing unified access to hundreds of cognitive engines through one common software infrastructure, evolved to the world’s first AI operating system, aiWARE, which orchestrates a diverse ecosystem of cognitive engines to power intelligent automation for both commercial and government organizations. As we progress, we will continue to move humans from “in” to “on” to “out of the loop” to help them accelerate workflows, save time and costs, and uncover new insights and opportunities.  You can view us at: www.veritone.com / www.veritoneone.com 

WHAT YOU'LL DO

This is a key management position within our IT team to promote and enable service and performance culture, ensure IT service performance and consistency to our internal team.

The Manager, IT Service Management is responsible for (1) Implement and Manage Service Desk (L1) operation which provides a single point of contact between the services being provided and the users. (2) Manage and optimize current IT Service Management (ITSM) tools (Jira Service Management), policies, processes and operations which includes incident management, problem management, change management, knowledge management, asset management, access management, SLA management, and request management. (3) IT performance metrics – Manage and optimize and track IT performance, coordinate for the improvement (4) Merger & Acquisition IT due diligence and integration management. (5) Level Zero/Self Service operations.

If you are passionate about optimizing service management processes, enhancing customer experiences, and leveraging technology to drive efficiency, we encourage you to apply for this exciting opportunity.

Responsibilities

• Enables and optimize an IT service culture.
• Service desk operations – partners with service desk partner to ensure consistent service desk performance (average speed to answer, abandon rate, first call resolution, end user satisfaction, SLA compliance)
• Optimizes current ITSM-based management policies, processes and controls to ensure quality is maintained to meet business objectives.
• Champions and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
• Reviews service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve service performance.
• Ensures alignment of ITSM solutions to IT and Veritone business needs
• Creates, maintain and/or optimize the service catalog description of existing services offered.
• Analyzes and reviews actual service performance against SLAs.
• Communicates and reinforces the organizational ITSM vision and the Process goals to Internal IT teams.
• Provides process ownership through design, implementation and continuous improvement activities in the process life cycle.
• Works with all functions within IT to ensure processes are executed as designed and measured accurately and completely.
• Configure, customize, and administer ITSM tool (Jira Service Management) to meet the specific needs of our organization, including setting up workflows, request types, SLAs, automation rules, and integrations.
• Collaborate with cross-functional teams to gather requirements and translate them into effective ITSM tool (Jira Service Management) solutions that improve service delivery and customer satisfaction.
• Collaborate with the IT team to integrate Jira Service Management with other tools and systems, enhancing overall workflow automation and efficiency.
• ITSM platform management – manage ITSM platform to be the orchestration platform of adopted ITSM processes. Create reports and dashboards to track service performance.
• Incident and SLA management
  • Providing first-line investigation and diagnosis
  • Resolving incidents requests when first contacted whenever possible.
  • Defining Urgency and Prioritization levels per ticket type.
  • Keeping users informed of progress.