Governance Specialist – Support

Job Description

Seeking a Governance Specialist to ensure IT support compliance by monitoring operational metrics and managing incidents to maintain system uptime. Key responsibilities include: 1. Defining support standards using ITIL and governance frameworks for operational standardization. 2. Monitoring support service quality through performance metrics analysis, driving continuous improvement. 3. Coordinating problem management via root cause analyses (RCA) to prevent incident recurrence. 4. Establishing support performance indicators with KPIs and management dashboards for informed decision-making. 5. Promoting process improvements by addressing operational bottlenecks to enhance service efficiency. 6. Managing support vendors, ensuring service quality through contract oversight and performance assessment. 7. Ensuring operational process documentation through runbooks and technical procedures to mitigate operational risks. 8. Supporting audits by providing evidence and controls to ensure regulatory compliance. 9. Guiding technical teams by sharing support best practices to enhance operational maturity.

Qualifications

1. Bachelor's degree in Information Technology or related field. 2. Prior experience in similar governance roles is required.

Benefits

- CIEE offers a diversity program, fostering a welcoming and respectful environment for everyone.