ROLE & RESPONSIBILITY

• Process Design and Implementation: Develop, document, and implement ITSM processes and procedures, ensuring alignment with industry best practices, such as ITIL (Information Technology Infrastructure Library).
• Incident and Problem Management: Lead and oversee incident and problem resolution processes, driving timely resolution and root cause analysis to prevent recurrence.
• Change Management: Manage the change control process, assessing the impact of changes on IT services, and ensuring minimal disruption to operations.
• Service Catalog Management: Maintain and enhance the service catalog, ensuring that IT services are clearly defined and aligned with business needs.
• Service Level Management: Define, negotiate, and manage Service Level Agreements (SLAs) to meet and exceed service expectations.
• IT Asset and Configuration Management: Oversee IT asset and configuration management, maintaining accurate records of hardware, software, and configurations.
• Continuous Improvement: Identify areas for improvement within ITSM processes and drive initiatives to enhance efficiency, quality, and customer satisfaction.
• Training and Documentation: Develop and deliver training programs for IT staff and end-users regarding ITSM processes and tools. Maintain comprehensive documentation of processes and procedures.
• ITSM Tool Administration: Administer and optimize ITSM tools and systems, ensuring they meet organizational needs and support process automation.
• Reporting and Analytics: Generate and analyze ITSM performance metrics and key performance indicators (KPIs) to identify trends and areas requiring attention.
• Compliance and Audits: Ensure ITSM processes are compliant with relevant regulations and standards. Prepare for and participate in internal and external audits as needed.

EDUCATION

Bachelor's degree in a relevant field; certification in ITIL or ITSM is highly desirable.

EXPERIENCE

• At least 5 years’ experience in IT service management, with a focus on process design and improvement.
• Strong technical knowledge of ITSM tools, incident, problem, and change management.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Detail-oriented with a commitment to accuracy.
• Ability to work collaboratively in a cross-functional team environment.
• Demonstrated project management skills.

OTHER REQUIREMENTS