What success looks like in this role:
Make an Impact through better IT Service Experiences
Every great technology experience starts with strong service management behind the scenes. As an ITSM Support Specialist, you'll help ensure service requests, incidents, and problem management activities run efficiently and accurately, partnering with users and stakeholders to gather requirements, coordinate outcomes, and improve service delivery.
Ideal for someone ready to move beyond traditional support or administration, this role offers hands-on exposure to ITIL practices, stakeholder engagement, requirements gathering, process improvement, and service operations, creating a strong pathway into IT Service Management, Business Analysis, or Service Delivery while contributing to high-quality customer outcomes.
What You'll Do
- Support Service Request, Incident, and Problem Management processes.
- Engage with users to gather requirements, clarify needs, and ensure requests are accurately documented.
- Monitor service requests and follow up on actions to support SLA performance.
- Communicate updates and progress to users and stakeholders.
- Help maintain and improve the service catalogue, request forms, and service documentation.
- Assist with creating user stories, process maps, and supporting business requirements.
- Participate in Major Incident Management activities, including communications and incident reviews.
- Support root cause investigations and problem management activities by tracking actions and maintaining accurate records.
- Collaborate with experienced ITSM professionals while developing practical service management expertise.
You will be successful in this role if you have:
Minimum NV1 Security Clearance with willingness to uplift to NV2.
Experience in customer service, service desk, IT support, or administrative support environments.
ITIL 4 Certification is mandatory
Strong communication and interpersonal skills.
Exposure to IT Service Management or Service Desk environments.
Familiarity with ITSM platforms such as BMC Helix, ServiceNow, Jira Service Management, Ivanti, or similar tools.
Understanding of service management principles and ITIL practices.
Good organizational and time management capabilities.
A collaborative approach and willingness to work within a team environment.
Analytical thinking and problem-solving skills.
If you're passionate about helping people, improving processes, and building a career in IT Service Management, we'd love to hear from you.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.
Skills Required
- Minimum NV1 security clearance and willingness to obtain NV2 clearance
- Experience in customer service, service desk, IT support, or administrative support environments
- Strong communication and interpersonal skills
- Exposure to IT service management or service desk environments
- Familiarity with ITSM platforms such as BMC Helix, ServiceNow, Jira Service Management, Ivanti, or similar tools
- Understanding of service management principles and ITIL practices
- Good organizational and time management capabilities
- Collaborative approach and willingness to work within a team environment
- Analytical thinking and problem-solving skills
- ITIL Foundation certification
Unisys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unisys and has not been reviewed or approved by Unisys.
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Fair & Transparent Compensation — Fair & Transparent Compensation: Compensation terms at hire are often presented clearly and upfront, creating a straightforward “take it or leave it” expectation. Pay outcomes are also described as variable by role and geography, with some pockets viewed as satisfactory or above average.
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Retirement Support — Retirement Support: A 401(k) plan with an employer match is commonly described as part of the core package. The match is often characterized as a meaningful component of total rewards relative to other benefits.
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Healthcare Strength — Healthcare Strength: Core medical, dental, and vision coverage is described as available and broadly in line with a large IT-services employer. The underlying carrier network is sometimes viewed as solid even when cost concerns exist.
Unisys Insights
What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
