About the Job
The Specialist in IT Service Management is responsible for enhancing IT Service Management processes and collaborating closely with key IT stakeholders to improve process maturity within the organization. The goal is to elevate the quality of IT services provided. This role involves actively engaging with IT teams to gather insights and feedback for continuous improvement. The position plays a critical role in optimizing operations by reviewing and establishing leading IT best practices. The Specialist will manage problems, changes, and requests efficiently while assessing impact and risk to minimize unplanned outages or interruptions in IT services.
Responsibilities
- Mature and enhance IT Service Management processes, procedures, and SOPs, including Incident Management, Request Fulfillment, Problem Management, Configuration Management, Knowledge Management, and Availability and Capacity Management.
- Ensure the adoption of ITSM processes using ITIL methodology, maximizing tool capabilities, and meeting/exceeding metrics.
- Collaborate with stakeholders to promote process improvements and adherence to established processes.
- Implement appropriate workflows and metrics (KPIs and SLAs) to measure adherence and identify improvement opportunities. Promote robust documentation standards and practices.
- Identify and assess risks associated with IT processes and propose effective mitigation strategies.
- Provide training and monitor improvements to ensure compliance with new or improved processes.
- Oversee the lifecycle of Problem tickets, working with support teams and stakeholders to address technology or process gaps that may contribute to IT service outages and develop remediation plans.
- Deliver analysis on system and process enhancements to increase efficiency and reduce costs.
- Conduct IT Change Management impact analysis, assess change readiness, and co-chair IT Change Advisory Board meetings.
- Establish and maintain reports and dashboards for IT Service KPI metrics to evaluate overall IT performance and drive service improvement initiatives.
Qualifications
- Bachelor's degree (or equivalent) with a strong interest in IT metrics and operations.
- Practical experience in working with virtual teams to operationalize and institutionalize processes.
- Excellent knowledge of ITSM processes and significant experience as a subject matter expert in ServiceNow modules such as continuous improvement, service operations, problem management, request management, and incident management.
- A minimum of 5 years of professional experience in IT Service Management/Service Delivery with ITIL Foundation level or COBIT certification.
- In-depth understanding of IT Service Management best practices, particularly the ITIL framework.
- Strong problem-solving skills with business acumen, able to perform well in transformation or start-up environments.
- Excellent time management and prioritization abilities, with strong communication and interpersonal skills to collaborate effectively with diverse teams.
- Extensive experience with ServiceNow and its modules, including hands-on experience with performance analytics.
- Proficiency in translating business processes through diagrams and workflows.
- Understanding of change and problem management principles and tools.
Preferred Qualifications
- Industry certifications such as ITIL Expert, ITIL Service Management, ServiceNow, Scrum, ITSM, DevOps, Prince2, and Six Sigma are beneficial.
What We Look For
Candidates should be performance-driven, inquisitive, and adaptable, with a desire to collaborate with stakeholders and create innovative customer-centric solutions. A proactive approach and passion for exploring new opportunities in the AI space are key attributes for successful candidates.
What We Offer
- A culture that promotes diversity and inclusion, encouraging personal growth and innovation.
- Outstanding learning, development, and growth opportunities through structured training programs and innovative projects.
- A hybrid work policy to balance office and home work.
- Competitive remuneration, including benefits such as healthcare, education support, and leave benefits.
If you meet the criteria outlined and are interested in this opportunity, please apply as soon as possible.
