Intern, IT Service Delivery

JOB SUMMARY:
Securitas is a dynamic and innovative Security company dedicated to making the world a safer place. We believe in fostering talent and providing opportunities for growth.

We offer students the opportunity to spend a summer working at one of Securitas’ US Operating Centers.  This internship program offers current college students with real-world application of IT Service Delivery within the North America Shared Services organization.  You will participate in a 10 week internship located in Parsippany, NJ for 32-40 hours per week.

As an Infrastructure Services Intern, you will be an integral part of our team, contributing to real-world projects and gaining valuable experience in the field of IT Service Delivery. You will have an opportunity to share new perspectives, fresh ideas, specialized strengths, and technical skills to help grow our business.  

Successful completion of the internship program could lead to a return internship for the following summer or employment at the organization in the future.

ESSENTIAL FUNCTIONS:
• Assist the IT Service Delivery team with improving and advancing the performance of Infrastructure Services.
• Assist in tracking and updating division care activities, including logging issues and maintaining accurate records in trackers.
• Work cross-functionally with the global delivery team and local IT tower resources to support service delivery and ensure smooth collaboration across teams.
• Help coordinate escalations and incidents, ensuring issues are addressed promptly and efficiently.
• Support ongoing IT projects related to Infrastructure (Network, Cloud, IAM, End User Services, Service Desk, Production Management), Digital Platform Development (SharePoint, Azure Data Lake, Azure Fabric, Power BI), and IT Finance (Oracle ERP, Smartsheet, ISupplier).
• Support Smartsheet monthly metrics process, monitoring volumes and trends, identifying anomalies, and providing insights on top drivers and suggestions for improvement.
• Support a new IMOC consultant team, ensuring they have the necessary tools and resources for excellence in monitoring.
• Support the creation and analysis of ServiceNow dashboards, helping identify trends and metrics to improve service delivery.
• Contribute to continuous improvement efforts, including providing suggestions based on service trends and performance data.
• Help with the preparation of regular reports and presentations for leadership, showcasing service delivery metrics and operational updates.

MINIMUM QUALIFICATIONS AT ENTRY
Additional qualifications may be specified and receive preference, depending upon the nature of the position.

Required:
• Strong interest in IT Infrastructure, Service Delivery, and IT operations.
• Familiarity with Service Desk tools (ServiceNow preferred), PowerPoint, Word, and Excel.
• Eagerness to learn and develop skills in IT Service Management, reporting, and analytics.
• Basic knowledge of ITSM processes such as incident management, problem management, and change management.

Preferred:
• Experience with Microsoft Office 365, Windows OS, Active Directory, Okta.
• Familiarity with cloud technologies (Azure preferred), Azure Fabric, Power BI, and Smartsheet.

EDUCATION/EXPERIENCE:
• Enrolled in a Bachelor’s or Master’s degree program in Information Technology, Computer Science, or a related field.

COMPETENCIES (as demonstrated through experience, training, and/or testing):
• Strong communication skills, both written and verbal.
• Dedicated mindset to Customer Service, whereby every IT user is a customer deserving of service excellence.
• Ability to work in a team environment and manage multiple tasks for multiple departments.
• A proactive individual who is confident in collaborating cross-functionally to achieve necessary objectives and drive results in a busy environment.

Working Conditions and Physical/Mental Demands:
With or without reasonable accommodation, a candidate must have the physical and mental capacity to effectively perform all essential functions described. The demands of the job include:
• Maintaining composure when dealing with executives, clients, prospects, and staff in group settings and high-performance situations.
• Successful completion of background and reference checks, controlled substance testing, and behavioral selection surveys.
• Handling and exposure to sensitive and confidential information.
• Ability to manage multiple tasks concurrently.
• Occasional local and regional/national travel for presentations, meetings, and vis