ITSM Specialist

ITSM Specialist page is loaded## ITSM Specialistlocations: Home Office - US, NVtime type: Full timeposted on: Posted Todayjob requisition id: 267215US, NevadaThe SHOW comes alive at MGM Resorts InternationalTHE JOB: The ITSM Specialist supports the coordination and enforcement of IT Service Management (ITSM) policies and processes across the Technology Service Center. This role facilitates compliance and continuous improvement efforts in key ITSM functions, including Change, Incident, Request, and Problem Management. Responsibilities also include assisting in ITSM governance meetings and ensuring alignment with departmental and MGM Resorts standards. THE DAY-TO-DAY:* Support the Service Management Director in reviewing and ensuring compliance with ITSM policies and procedures across Change, Incident, Request, and Problem Management processes.* Deliver training and guidance to Technology, Digital, and Data teams to promote awareness and adoption of ITSM standards and continuous improvement practices.* Oversee Change Management workflows, validate request completeness, send downtime notifications, and assist in preparing for weekly CAB meetings.* Monitor Incident Management queues, escalate critical tickets, coordinate major incident strike calls, and document key incident details in ServiceNow.* Analyze and report on Major Incidents and root causes through weekly and monthly summaries to drive operational transparency and improvement.* Track Problem Management workflows, escalate high-risk issues, support root cause analysis, and contribute to detailed documentation of recurring problems.* Monitor Service Request workflows and escalate complex or delayed requests to ensure timely resolution and service delivery.THE IDEAL CANDIDATE:* Bachelor’s degree in Computer Science or a related field, or equivalent combination of education and experience* 3+ years of relevant experience in IT or service management* Proven ability to apply ITSM/ITIL principles and best practices, with strong knowledge of Incident, Problem, Change, and Request Management processes* Skilled in building cross-functional relationships and facilitating process compliance across geographically dispersed teams* Strong decision-making and problem-solving abilities, with a collaborative, resourceful, and customer-focused mindset* Experience working with Property Management Systems, Gaming, Retail, and Hotel systems, including multi-jurisdictional compliance* Excellent communication and interpersonal skills, with the ability to engage effectively at all organizational levels, both verbally and in writingTHE PERKS & BENEFITS:* Wellness incentive programs to help you stay healthy physically and mentally* Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more* Free meals in our employee dining room* Free parking* Health & Income Protection benefits *(for eligible employees) Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the communityVIEW JOB DESCRIPTION:Are you ready to JOIN THE SHOW**At MGM Resorts, we exist to entertain the human race and provide an unforgettable escape. From delivering excellence for our guests to building and sustaining our communities, you can join our diverse teams of world-class talent and thrive in our collaborative environment. Our iconic MGM Resorts brands offer everyone a wide variety of exciting career opportunities with access to unlimited growth. Be part of a unique world filled with anticipation, entertainment and unparalleled experiences — combined with competitive rewards and exclusive perks. Together, we will use our meaningful relationships to continue to build our authentic culture. We know the importance of respecting each other’s differences. We embrace and leverage our diversity to achieve best-in-class experiences and create stronger ties with our employees, guests, suppliers and community partners. We stay committed to taking strong, principled stands on equality to better unify our world. MGM Resorts International develops, builds and operates unique destination resorts designed to provide a total resort experience, including first-class accommodations and dining, world-class entertainment, state-of-the-art meeting and convention facilities, and high-quality retail and gaming experiences.We know the importance of respecting each other’s differences. We embrace and leverage our diversity to achieve best-in-class experiences and create stronger ties with our employees, guests, suppliers and community partners. We stay committed to taking strong, principled stands on equality to better unify our world. MGM Resorts International believes in providing opportunity for every employee to grow, develop and succeed in a work environment where you can be your best. We encourage you to explore our job opportunities. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact us at [email protected] are an Equal Opportunity Employer. We are also committed to protecting the privacy of visitors to our employment application site, including the protection of any personal information provided to us. For more information about MGM Resorts International, including our and commitment to diversity and inclusion, please visit . For California residents, also see our that describes the categories of personal information and sensitive personal information we collect and provides certain details about our processing of that information. #J-18808-Ljbffr Salary: USD 72000 - 108000 per year Experience: 3 years required