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SalaryService Management Specialist, Service Assurance
About News Corp:
News Corp is a global, diversified media and information services company focused on creating
and distributing authoritative and engaging content to consumers throughout the world. The
Company comprises leading businesses across a range of media, including: news and
information services, digital real estate services, book publishing, digital education, and sports
programming and pay-tv distribution.
About the Role:
We have an exciting and dynamic opportunity for a Service Management Specialist on our
global Service Assurance team. This role partners with other members of the Infrastructure
ServiceNow and Operations teams, as well as, business units within Australia and globally. This
position is responsible for implementing and assessing critical IT Service Management (ITSM)
processes and is instrumental in managing processes to meet customer needs. This position is
outcome driven and aims to optimize the customer experience and seek out continuous service
improvement. The position requires the ability to multitask, work collaboratively across business
units and within the Service Assurance team. As a global organization, this position will work
across geographies to manage global-centric processes including Incident Management,
Problem Management, Request Management, Change Management and many other facets of
ITSM.
This role reports to the Director of Service Assurance within the Global Technology -
Infrastructure & Engineering team.
Responsibilities:
● Support management and development of ITSM processes including policies and
procedures
● Drive continuous improvement across services to optimize customer experiences
● Facilitate collaboration to perform root cause analysis resulting from Major Incidents and
failed changes
● Ensure problem records and related tasks are documented, tracked and addressed
timely to reduce further service disruptions
● Drive proactive problem management solutions to identify and solve potential service
disruptions
● Ensure action items are assigned to address root cause and contributing factors-- and
that action items are tracked to closure
● Enable best practices
● Partner with various engineering, operations, infrastructure, and security teams to
resolve problems in a timely and effective manner
● Support impactful reporting via ServiceNow with data-driven analysis for senior
management and other stakeholders through regular recurring operational reviews
● Ensure strong operational focus on achieving service excellence through strong
customer engagement
● Contribute to continuous process improvement for ITSM processes with Global Service
Assurance team
● Facilitate communication and collaboration between IT teams to resolve complex
problems
Skills Required:
● Dedication towards customer service, quality and driving improvement
● Experience with ITSM-related tools - ServiceNow is required
● Extensive experience in ITSM Areas: Problem Management, Change Management,
Major Incident Management, Service Transition, CMDB
● Extensive experience with relevant ITSM frameworks such as ITILv3 or ITILv4
● Proven experience driving process improvements in the areas of Incident, Change and
Problem Management
● Proven experience navigating matrixed and global organizations
● Strong analytical and problem solving skills
● Excellent collaboration skills
● Strong communication skills, verbal and written
Qualifications:
● 6+ years’ relevant experience in Information Technology
● Undergraduate degree in Computer Science or related fields preferred
● Ability to work in a fast-paced environment and manage multiple priorities
● ITIL Foundation certification (v3/v4 preferred)
