Service Management Specialist - Change Enablement

GEOTAB
parental leave
United States, Georgia, Atlanta
Mar 13, 2025
Who we are Geotab is a global leader in IoT and connected transportation and certified "Great Place to Work." We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities. Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab's open platform and Geotab Marketplace , offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes. Our team is growing and we're looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it's like to be a Geotabber, check out ourblogand follow us @InsideGeotab onInstagram. Join ourtalent networkto learn more about job opportunities and company news. Who you are: We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Service Management Specialist with strong communication, teamwork, and coordination skills that are essential for success in this role. What you'll do: The Service Management Specialist is responsible for ensuring the smooth execution and continuous improvement of IT services within the organization. This involves managing Major Incidents, Problems, Changes, and Transitions, as well as delivering comprehensive Service Reporting. The role requires close collaboration with IT Delivery Teams, PMO, and DevOps to ensure "Run" services consistently meet their Service Level Objectives (SLOs) and business needs. How you'll make an impact Execute, develop, implement, and maintain Service Management processes, including Major Incident, Problem, Change, and Transition Management, as well as Service Reporting. Build and implement Service Management processes that support both agile and waterfall methodologies. Act as a change agent, leading and supporting teams in adopting and refining Agile Frameworks. Ensure cross-functional coordination and collaboration among IT Delivery Teams, PMO, and DevOps to enhance service delivery and achieve high productivity and service management quality. Proactively monitor service level performance, promptly address deviations, and conduct post-implementation reviews (PIRs) to ensure continuous improvement. Provide leadership and a quality focus to improve service availability and reliability. Ensure compliance with Geotab's processes and alignment with IT Service Management industry best practices and methodologies, including ITIL. Provide guidance, training, and knowledge development to support staff. Establish and maintain management reporting on key IT Service Management processes, including Major Incident, Problem, Change Management, and escalations. Ensure Delivery teams meet requirements for metrics and operational results. Support Geotab's global strategic initiatives, mission, values, and other assigned duties. Participate in on-call rotation and maintain flexible work hours to support the needs of the business. Run the Change Advisory Board (CAB) to review, approve, and manage enterprise changes. Drive the implementation and continuous improvement of change enablement processes aligned with ITIL and organizational needs. Leverage AI and develop automation scripts and tools to streamline change and incident processes. Utilize Generative AI tools to analyze and improve processes and workflows. Collaborate with DevOps and delivery teams to implement automation and monitoring tools for service performance. Create and maintain dashboards, reports, and metrics to measure and communicate process effectiveness. Engage with stakeholders to gather requirements and ensure alignment with business objectives. Act as a point of escalation for critical service delivery issues. What you'll bring to the role 10 - 12 years of required previous experience in IT Management or other IT process-oriented roles. Proven track record of implementing ITSM processes, tools, and automation solutions. Strong background in ITIL, including Major Incident, Problem, and Change Management. Proficiency with ITSM tools like ServiceNow, Jira, or similar platforms. Hands-on experience with automation tools (e.g., Ansible, Terraform) and scripting languages (e.g., Python, PowerShell). Familiarity with Generative AI tools and their application in ITSM and operational efficiency. Strong data and analytics skills for creating metrics, dashboards, and actionable insights. Exceptional communication and interpersonal skills for effective stakeholder engagement. Strong organizational and problem-solving abilities to drive continuous improvement. Entrepreneurial mindset with a collaborative and team-oriented approach. Preference given to candidates with current Security certifications (e.g. CISM, CISSP) ITIL Foundations V3 or 4 If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply. Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees. Why job seekers choose Geotab Flex working arrangements Home office reimbursement program Baby bonus & parental leave top up program Online learning and networking opportunities Electric vehicle purchase incentive program Competitive medical and dental benefits Retirement savings program *The above are offered to full-time permanent employees only How we work At Geotab, we have adopted aflexible hybridworking model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology! Geotab verifies candidates' eligibility to work in the United States through E-Verify, an internet-based system operated by U.S. Citizen and Immigration Services. Other employment statements: Geotab will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. Geotab provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Geotab complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Geotab expressly prohibits any form of workplace harassment or discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Geotab's employees to perform their job duties may result in discipline up to and including discharge. If you would like more information about our EEO program or wish to file a complaint, please contact our EEO officer, Klaus Boeckers at HRCompliance@geotab.com. For more details, view a copy of the EEOC's Know Your Rights poster. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, "Geotab"), you acknowledge Geotab's collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to learn more about what happens with your personal data.