.SUMMARYAutoZone is looking for an ITIL experienced IT Service Management Specialist to be part of their growing team! This position is personally responsible for supporting and leading the Incident, Change, and Problem Management practices. It's a tough world, and someone must navigate the obstacles in search of 100% availability. If you thrive in the challenge of helping IT reach this goal, you will love the opportunity to work for a world-class industry-leading company that is committed to raising the bar regarding the delivery of IT services while seeking only the best candidates.Individuals in this role are expected to drive resolution to all major incidents and problems within established SLAs and provide the overall status of these efforts on a regular basis. Additionally, individuals on this team are responsible for activities that include supporting the change management process, leading efforts to ensure our systems achieve maximum uptime, performance, and analysis of both IT incidents and problems to proactively prevent the occurrence of further incidents and problems such as:Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every major incident after it is closed.Ensuring that all the resolution procedures are updated in the known issues section of our IT support runbook.Conducting a problem management review meeting with relevant AutoZoners to identify the triggers for major incidents, what caused them, and how to prevent such incidents from happening in the future.Ensuring the root cause is identified for all major incidents, coordinating with all parties to the problem management process.Providing periodic reports on the overall status of the Major Incident Management process.Conducting training and knowledge-sharing sessions for new and existing team members to minimize the risk of impact at all stages.Developing documentation for consumption by end-users, service desk support agents, and other technical resources.Coordinating input from multiple cross-functional teams in real-time and post-event.Providing strategic direction on the types of problem management and incident management activities that will drive efficiencies across AutoZone's enterprise.Driving CMDB usage and improvements from known issues and major incidents.Acting quickly, pragmatically, and assertively under pressure to prioritize and resolve technical issues.Initiating action and handling decisions to help IT at all levels in hitting continuous availability.Effectively planning, prioritizing, and coordinating own and others' activities.RESPONSIBILITIESAutoZoners have a contagious work ethic; including a high sense of urgency to resolve issues quickly, creatively, and efficiently. We also expect a high sense of responsibility and the ability to influence others. As an expert in your field, we expect you to:Ensure that sites and systems continuously and consistently run reliably