About the Job
We are seeking a dedicated IT Service Management Specialist to enhance and optimize our IT Service Management processes. This role is critical for improving the maturity of IT processes and the overall quality of IT services delivered to the organization. The ideal candidate will work collaboratively with key IT stakeholders to review and revise processes, ensuring alignment with industry best practices. By engaging proactively with IT teams, this individual will drive continuous improvement, manage incidents, changes, and requests effectively, and evaluate their impact while minimizing service interruptions.
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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 day-to-day application of ITSM processes using ITIL methodology, while driving people adoption and meeting/exceeding established metrics and benchmarks.
- Collaborate closely with all stakeholders to identify process improvements and ensure strict adherence to processes.
- Develop appropriate workflows and metrics (KPIs and SLAs) to measure adherence and identify improvement opportunities.
- Promote robust documentation standards and foster a culture of strong documentation practices.
- Identify and assess risks related to IT processes and propose effective mitigation strategies.
- Provide training and monitor improvements for compliance with new or enhanced processes.
- Lead the lifecycle for Problem tickets, collaborating with support teams and stakeholders to address technology or process gaps that contribute to service outages.
- Partner with stakeholders to track incident trends and address identified gaps.
- Conduct IT Change Management impact analyses and co-chair Change Advisory Board (CAB) meetings.
- Establish and maintain reports and dashboards for various IT Service KPI metrics to evaluate overall IT performance.
- Perform trend analysis reports to drive service improvement initiatives, including incident trend reporting and customer satisfaction (CSAT) trend reporting.
Qualifications
- A minimum of a bachelor’s degree (or equivalent) with a strong interest in IT metrics and operations.
- Minimum of 5 years of professional experience in IT Service Management / Service Delivery, with a solid understanding of ITSM processes and the ITIL framework.
- Proven experience working with virtual teams to operationalize processes.
- Expertise in ServiceNow modules, particularly continuous improvement, feedback, service operations, problem, request, and incident management.
- Strong problem-solving skills and business acumen, with the ability to remain calm and confident under pressure.
- Excellent time management skills and the ability to prioritize tasks in a fast-paced environment.
- Strong communication and interpersonal skills to collaborate effectively with diverse stakeholders and teams.
- Knowledge of change and problem management methodologies, enabling the application of IT best practices and protocols.
What We Look For
We seek a performance-driven individual with a keen ability to adapt and thrive in ambiguous situations. A passion for collaboration and a customer-centric approach to creating unique solutions is essential. You should be ready to take initiative and explore new opportunities within the evolving AI landscape.
What Working At Core42 Offers
- Culture: Join an open, diverse, and inclusive environment that encourages personal growth and focuses on industry-first innovations.
- Career: Benefit from outstanding learning, development, and growth opportunities through structured training programs and innovative projects.
- Work-Life: Enjoy a hybrid work policy that balances office and home life.
- Rewards: Receive a competitive remuneration package along with numerous perks, including healthcare, education support, and leave benefits.
If you meet the above criteria, we encourage you to reach out to us.
