Specialist - Service Desk & Service Management

Specialist - Service Desk & Service Management

The role is responsible for delivering high-quality IT support services by identifying, troubleshooting, and resolving technical issues in alignment with established scripts, best practices, and defined KPIs. The position requires proactive monitoring and communication of potential bottlenecks or operational challenges to ensure stability and efficiency in IT operations. Additionally, the role supports knowledge management initiatives by documenting insights from incidents and service requests, while contributing to IT projects through testing, validation, and documentation activities. A key aspect of this position involves fostering continuous improvement by driving skill development, knowledge sharing, and intergroup training within the IT Service Desk team, leveraging subject matter expertise to enhance service delivery and operational excellence.

Responsibilities include:

• Effectively resolve IT incidents and IT service requests submitted by Momentive end-users based on defined troubleshooting scripts, best practices and available knowledge management articles.
• Primary contact person for first line incident resolution, ServiceNow, knowledge sharing, coordination and communication of information required to be shared with other IT Service Desk Analysts.
• Be a subject matter expert for all Service Management processes.
• Own the Knowledge Management process.
• Provide support and feedback related to testing, validating and coordinating IT projects and IT Service process improvements based on resource availability.
• Proactively coordinate and communicate activities during major incident process and provide 24x7 support.
• Identify and implement process opportunities to drive First Call Resolution improvement and reduce service interruptions to the organization.
• Basic ServiceNow development and maintenance.
• Continuously monitor, evaluate and evolve the IT Service desk processes and best practices to increase effectiveness and maturity of IT service and drive operational stability. Main input for knowledge and problem management opportunities.
• Provide consultation, training, documentation and guidance to IT managers regarding ITIL methodology, processes, procedures and approach.
• Analysis of First Call Resolution misses and conduct Quality audits for team on a regular basis.

Qualifications:

• Experience: 5–8 years in a Service Desk role with experience working with global stakeholder & counterparts
• Interpersonal Skills: Strong learning agility, proactive approach, goal-oriented, and adaptable.
• Creativity & Innovation: Ability to think beyond standard procedures, contribute ideas, and take calculated risks.
• Commitment & Passion: High energy, resilience, positive attitude, and willingness to take on new tasks.
• Problem-Solving: Analytical mindset, resourceful, and capable of working independently.
• Teamwork: Collaborative, transparent, and skilled at building strong stakeholder relationships.
• Responsibility & Accountability: Confident decision-making, ownership of outcomes, and readiness to accept additional responsibilities while being able to support functions 24x7 (as needed)

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future.

About Us:

Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer's products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.

Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law. To be considered for this position, candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.

Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.