Senior Specialist - Arlington
1 day ago
Job description
Summary
Lidl US is searching for the next Senior Specialist - IT Service Management to join our IT - Governance & Support team This role drives IT governance across incident, problem, and escalation management; enforces vendor SLAs and contract terms; structures efficient support processes; and turns ticket and KPI data into action.
The position partners closely with international colleagues for global problem management alignment and with US vendors to ensure service quality for the business.
What You'll DoEssential Functions
Support problem, incident and escalation management initiatives for the Lidl US IT department, leveraging tools and international standard processes.
Support tracking of business and IT impact for high-priority incidents to accurately represent the scale and speed of needed solutions.
Lead change management initiativesDefine, track and report KPIs to Lidl US IT Leadership to show overall health and performance of the department.
Identify problems/causes and derive measures and solutions.
Support day to day vendor management activities, including contract tracking and SLA adherence
Be a champion for IT service management principles within the department
Assess core IT processes for continuous improvement in turnaround time and efficiency.
All other duties as assigned
What You'll Need
Required Knowledge, Skills, Abilities
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Ability to prioritize tasks and to delegate them when appropriate
Proficient in Google Workspace or related software
Preferred Knowledge, Skills, Abilities
ITIL experience
ServiceNow
Google Workspace
Required Education, Certifications/ Licenses, Related Experience
Bachelor's degree in information technology or related field
3-5 years of experience in a related field
In lieu of degree, 5+ years of experience in related field will meet the education and related experience requirements listed above
Preferred Education, Certifications/ Licenses, Related Experience
Previous experience working in a medium to large corporate environment
Physical Job Requirements
Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
What You'll Receive
At Lidl, we know that in order for our people to do their best, they must be at their best.
All our Lidl employees are eligible to receive the following benefits:
Medical & Prescription | Dental | Vision coverage
Paid Holiday & Paid Time Off (PTO) to use for sickness or vacation
Dedicated training plans to ensure you are set up for success
401k Plan (+ 5% company match)
Voluntary Term Life & AD&D Insurance
Total Well-Being Program
DailyPay, a voluntary benefit to offer employees access to their pay on their own schedule
Lidl US views our Corporate Social Responsibility (CSR) through a lens of actions that are Good for the Environment, Good for People, and Good for You.
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