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  • Serpentine Pavilion, United Kingdom
  • Taizhou Bridge, China
  • Connected and Automated Vehicles, United States

Job Information

AECOM Sr. IT Service Delivery Specialist in Conshohocken, Pennsylvania

Company Description

We will give you the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed. You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients. We will encourage you to grow and develop your career with us through our technical and professional development programs and diverse career opportunities. We believe in leadership at all levels. No matter where you sit in the organization you can make a lasting impact on the projects you work on, the teams and committees you join and our business. We offer competitive pay and benefits, well-being programs to support you and your family, and the development resources you need to advance your career. When you join us, you will connect and collaborate with a global network of experts – planners, designers, engineers, scientists, consultants, program and construction managers – leading the change toward a more sustainable and equitable future. Join us and let’s get started. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Job Description

AECOM is seeking an Sr. IT Service Delivery Specialist to join our Corporate IT team. The Sr. IT Service Delivery Specialist will be responsible for AECOM’s Incident, Problem and Change tower. This position will partner with our strategic managed service provider to develop, deliver, and govern best practice IPC processes.

This is a remote/virtual position that can be based from anywhere in the US.

Tasks and Responsibilities:

  • Own the IT Operations Incident Problem Change tower

  • Ensure current ITSM processes, policies and tools are best practice

  • Ensure proper recording, documentation and closure of tickets

  • Work closely with AECOM’s managed service provider ServiceNow development team to drive enhancements

  • Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives

  • Work closely with our managed service provider on MIM, P1 and P2 Processes and RCA documentation

  • Document, and communicate processes, procedures, standards

  • Ensure knowledge articles, training and how-to documents are created

  • Run post-major incident review meetings with our managed service provider

  • Evaluate and ensure all necessary reporting and metrics are completed

  • Ensure all 3rd party vendors are aligned to AECOM’s ITSM processes

  • Collaborate and contribute to the wider IT goals

  • Drive automation where possible

At AECOM, we’re delivering a better world.

We believe infrastructure creates opportunity for everyone. Whether it’s improving your commute, keeping the lights on, providing access to clean water or transforming skylines, our work helps people and communities thrive. Our clients trust us to bring together the best people, ideas, technical expertise and digital solutions to our work in transportation, buildings, water, the environment and new energy. We’re one global team – over 50,000 strong – driven by a common purpose to deliver a better world.

Qualifications

MINIMUM REQUIREMENTS:

  • BA/BS 6+ years of relevant experience in ITSM process implementation or demonstrated equivalency of experience and/or education

  • Practical experience with ITSM Incident/Problem/Change framework

  • Demonstrated ability to identify, measure, and adapt key performance indicators to identify opportunities for continuous operational and strategic improvement.

  • Experience in dealing with complex IT operational issues and coordinating cross-functional teams for root cause analysis and resolution

  • Experience in working with both internal IT delivery teams and external IT service providers

  • Understanding of technologies and infrastructure

  • Experience with reporting and reporting tools

  • Ability to manage multiple conflicting priorities and deadlines

PREFERRED QUALIFICATIONS:

  • Experience working in a cross-border role Experience with ServiceNow strongly preferredITILv3 or equivalent service management experience

  • Degree in IT, engineering, business, or demonstrated equivalency of experience

  • Strong written and verbal communication skills, with a particular focus on the ability to identify and document IT service mappings, technologies, and co-dependencies

Additional Information

  • Sponsorship for US work authorization is not available for this position.

  • Due to the remote nature of this position, relocation assistance is not available.

All your information will be kept confidential according to EEO guidelines.

Here, you will have freedom to grow in a world of opportunity.

We will give you the flexibility you need to do your best work. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

With infrastructure investment accelerating worldwide, our services are in great demand, and there’s never been a better time to be at AECOM! Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility.

We will encourage you to grow and develop your career with us through our technical and professional development programs and diverse career opportunities. We believe in leadership at all levels. No matter where you sit in the organization you can make a lasting impact on the projects you work on, the teams and committees you join and our business.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Join us and let’s get started.

ReqID: J10072884

Business Line: Corporate

Business Group: Corporate

Strategic Business Unit: Information Technology

Career Area: Information Technology

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