Admin, ITSM

Date: Nov 13, 2022

Location: Saint Louis, MO, US, 63101 Birmingham, AL, US, 35203

Company: Spire Inc.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.
We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:
Living Spire Behaviors
•    We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
•    We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
•    We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
•    We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.
 

Summary

Spire is seeking a ITSM Administrator.  This position will support IT service management activities across Information Technology Services and enterprise wide. Responsibilities include service management process design and implementation, service management metrics and reporting, and continuous improvement to our ITSM system. 

Duties and Responsibilities

•    Manages and operates incident, request, problem and change management processes. Develops additional ITSM processes, adapts and improves existing processes to align with ITIL best practices.
•    Manages and continuously improves service management processes and tools and helps drive the adoption, utilization, and proficiency with end users. 
•    Facilitates workshops and training sessions to enhance knowledge of ITS employees.
•    Performs administration of our ITSM system, including configuration, report development and service catalog creation and maintenance.
•    Develops and implements service maps to support incident, problem and change management activities. 
•    Aligns department processes to ITIL framework, ensuring successful operation of new or updated services through configuration, testing, deployment, and support.
•    Develops CI, CMDB relationships and problem determinants.
•    Maintains the health of the ITSM system through monitoring ticket aging and closure, advanced analytics development and creation of standard dashboards and reporting metrics.
•    Provides expertise and guidance and participates in project activities related to the implementation of the ITSM tool for both current and future phases 
•    Participates in meetings related to major incidents and outages.
•    All other duties as assigned
 

Essential Characteristics and Competencies

•    Ability to lead by example in support of the Company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
•    Demonstrate superior customer service skills, acting as a mentor and partner in training end-users with the goal of ultimately ensuring faster change adoption. 
•    Ability to adapt in a fast-moving and changing culture
•    Ability to work independently and manage time effectively to meet individual goals and deadlines
•    Ability to work as part of a team and display a positive attitude in a dynamic environment
•    Ability to remain patient, calm and effective in high-pressure situations 
•    Ability to take initiative and do what needs to be done without being asked to do so
•    Desire to enhance personal knowledge and skillset with a continuous improvement mindset
•    Ability to respond positively to challenges and problems
 

Supervisory Responsibilities

N/A

Required Education (certifications, licenses)

•    Bachelor’s Degree in Computer Science, Information Systems or Business Analysis preferred

•    ITIL Foundation certification (v4) required

Required knowledge, skill and abilities

•    3+ years’ experience in service management required
•    Strong working knowledge of service management methodologies (ITIL) and best practices
•    Hands on experience with an industry standard ITSM tool implementation a plus

•    Strong knowledge of current and emerging ITSM frameworks, methodologies, and standards.
•    Strong knowledge of ITSM and Enterprise Service Management platforms and solutions, service management methodologies (ITIL), and best practices.
•    Knowledgeable in process improvement methods, procedures, metrics development, process documentation creation and reporting.
•    Ability to work with all levels of management and technical staff to analyze and provide best practice guidance around complex and highly technical incidents.  
•    Ability to work independently and take initiative to implement agreed-upon solutions. 
•    Excellent communication skills, both written and verbal. Ability to communicate complex topics in a clear and concise manner.
•    Ability to analyze data and make decisions based on technical and business assessments.
•    Capable of resolving service management and procedure related conflicts, identifying alternatives, and providing solutions.
•    Desire to continue ITSM education efforts by attending conferences, seminars, training classes, and through networking, etc.  
•    Experience with web technologies and demonstrated ability to learn new technologies.
 

Physical demands, environment and schedule

•    Hybrid Remote/In Office environment
•    Work performed primarily during business hours, Monday-Friday, 7am-5pm 
 

Competencies

We Advance
We Care
We Collaborate
We Have Perspective

Posting Requirements

Spire accepts online applications through our career site at jobs.spireenergy.com

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer. 

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.
 


Job Location: St Louis

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