Job Description

Company Description

Work with Us. Change the World.

At AECOM, we\'re delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world\'s trusted infrastructure consulting firm, partnering with clients to solve the world\'s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of nearly 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We\'re one global team driven by our common purpose to deliver a better world. Join us.



AECOM seeks an IT Service Delivery Specialist to join our Corporate IT team. The IT Service Delivery Specialist will ensure that our customers\' needs and expectations are properly understood and translated into operational parameters. The role requires knowledge and experience to be a \'trusted\' partner to the AECOM business. This role will report to the regional IT Support Manager.

This will be a remote/virtual position that can be based from a variety of US locations.

Responsibilities:

• Partner with IT outsourcing provider to ensure high-quality IT ticket queue management and backlog tracking.
• Support in providing technical assistance/guidance with AECOM\'s IT outsourcing provider.
• Ensure knowledge articles, training and how-to documents are created for the region.
• Provide recommendations for service improvements and automation opportunities.
• Contribute to process improvement initiatives and work towards achieving best practices.
• Management of escalations requests across the Americas Region.
• Ensure correct processes are being followed in the region (IT asset management, ITSM and others)
• Document and report regional issues/challenges to the IT Service Delivery Manager.
• Support the regional Onboarding and Offboarding activities of AECOM staff.
• Build strong relationships with the user base.
• Partner with wider IT teams to ensure the delivery of a positive end-user experience.
• Support ongoing and new projects.
• Participate in the Major Incident process.
• Collaborate and contribute to the wider IT goals
• Ability to travel to sites within the region if needed

Qualifications

Minimum Requirements

• BA/BS plus at least 4 years of relevant experience or demonstrated equivalency of experience and/or education.
• Exceptional customer service skills.
• A passion for Service Improvement.
• Experience in dealing with complex IT operational issues.
• Experience working with internal IT delivery teams and external IT service providers.
• Understanding of technologies and infrastructure.
• Ability to manage multiple conflicting priorities and deadlines.
• Strong organizational skills.
• Strong analytical and problem-solving skills

Preferred Qualifications

• Experience working in a cross-border role
• Strong written and verbal communication skills, with a particular focus on the ability to identify and document IT service mappings, technologies, and co-dependencies
• Knowledge of ITSM processes (escalation procedures, incident, problem, request management) and other disciplines related to service delivery
• Experience in using ServiceNow
• Experience in data analytics of IT Help Desk ticket reporting.

Additional Information

• Relocation assistance is not available for this position.
• Sponsorship for US work authorization is not available for this position, now or in the future

About AECOM

AECOM is the world\'s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle - from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $13.1 billion in fiscal year 2022. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Freedom to Grow in a World of Opportunity

You will have the flexibility you need to do your best work with hybrid work options. Whether you\'re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion - a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We\'re the world\'s trusted global infrastructure firm, and we\'re in this together - your growth and success are ours too.

Join us, and you\'ll get all the benefits of being a part of a global, publicly traded firm - access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person\'s potential, and we\'ll help you reach yours.

All your information will be kept confidential according to EEO guidelines.

AECOM