Responsibilities
About the Company
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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About the Team
The Technical Service Management team partner with all service owners in the IT organization, integrating the services into the IT technical service management system (including but not limited to processes, tools, quality assurance, etc.) so that they meet or follow the well-established IT global service baseline. The team helps service owners improve their service quality through comprehensive business and data analysis.
Job description
- Core members of a team of global operations partner the regional service teams to ensure successful achievement of service baselines, including meeting or exceeding SLA/OLA respectively.
- Spearhead service onboarding along with service owners defining the support model enhancing service quality for the end users.
- Contribute to the IT service catalog defining all IT services, service owners, service associations and corresponding SLA requirements.
- Act as the intermediary for knowledge management within IT (Level 1 to Level 3), including identifying, documenting knowledge material in support of the organization's shift left strategy.
- Promote global standardization as an ambassador in pursuit of consistent end-user experience, and highly efficient IT operational excellence, across the globe.
- Analyze issues in the team's workflow and collaboration along with potential solutions that can answer these challenges.
- Encourage the use of best practices and methodologies to create high quality output.
- Continual Service Improvement, identify areas for enhancement and implement strategies to optimize service delivery including cooperating with other IT technical teams to complete IT process improvement and optimization to ensure process efficiency and quality;
Qualifications
- Possess a Bachelor's degree or higher, with a preference for a major in computer science.
- Over 5 years of experience in optimizing IT Service systems, with a preference for relevant work experience in IT Service management.
- Technical knowledge and experience in various IT-related domains, including first- and second-tier services, systems, networks, security, audio & video, LIVE, IT Office Buildout, transformation, and IT assets. Proficient in case management, knowledge management design, and best practices.
- Familiarity with fundamental methods and frameworks of IT Service management, project management, and security control (e.g. ITIL, PMP, CISA, Cobit).
- Familiar with ITIL/ISO20000, IT Service process and other system standards; those with ITIL Foundation certificates are preferred;
- Experience in ServiceNow service delivery and/or having ServiceNow certification is preferred.
- Have experience in global collaboration and have empathy, including understanding of various cultures and customs
- A collaborator who is able to work with other team members across functions and geographies to deliver complex solutions
- Vast experience in building business cases with data and derived project plans for implementation
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.