Job Title: IT Service Management (ITSM) Specialist

Summary:
The ITSM Specialist plays a critical role in ensuring the effective delivery and management of IT services within our organization. This individual will be responsible for implementing, maintaining, and improving IT service processes in alignment with industry best practices and our specific business needs. The ITSM Specialist will work closely with IT teams, stakeholders, and end-users to enhance service quality, efficiency, and user satisfaction.

Key Responsibilities:

Process Implementation and Improvement:

• Implement and maintain ITIL-based service management processes (Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, etc.).
• Identify opportunities for process improvement and automation.
• Develop and maintain process documentation, work instructions, and knowledge articles.

Incident and Problem Management:

• Ensure timely resolution of incidents, minimizing service disruptions.
• Lead problem investigations, identifying root causes, and implementing preventive measures.
• Track and analyze incident and problem trends to proactively address recurring issues.

Change Management:

• Oversee the change management process, ensuring changes are assessed, approved, and implemented with minimal risk.
• Coordinate change activities with relevant stakeholders.
• Monitor change implementation and assess the impact on services.

Service Request Fulfillment:

• Manage service requests efficiently, ensuring timely delivery of standard services.
• Coordinate with relevant teams to fulfill complex service requests.

Knowledge Management:

• Establish and maintain a knowledge base for IT services and processes.
• Encourage knowledge sharing among IT teams and end-users.
• Ensure that knowledge articles are accurate, relevant, and accessible.

Service Level Management:

• Define, monitor, and report on service level agreements (SLAs).
• Ensure service performance meets or exceeds agreed-upon targets.
• Work with IT teams to address service level breaches.
• Generate and Maintain a Service Catalogue for all IT Services

Customer Satisfaction:

• Engage with end-users to understand their service needs and expectations.
• Regularly assess customer satisfaction and take action to address any concerns.

Reporting and Analytics:

• Generate regular reports on service performance, trends, and KPIs.
• Use data analysis to identify areas for improvement and make informed decisions.

Qualifications and Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL v4 certification (Foundation level or higher preferred).
• 3+ years of experience in IT service management.
• Strong understanding of ITIL best practices and service management processes.
• Experience with ITSM tools (ServiceNow, BMC Remedy, Cherwell, etc.)
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team.
• Strong customer service orientation.

Additional Desirable Skills:

• Experience with IT automation and orchestration tools.
• Familiarity with agile methodologies.
• Understanding of cloud-based IT services.
• Knowledge of IT security best practices.

Benefits:

• Competitive salary and benefits package.
• Opportunity to work in a dynamic and challenging environment.
• Professional development and training opportunities.
• Contributions to a positive and collaborative team culture.