ITSM Specialist

Incident & Problem Management / ITSM Specialist

Key Responsibilities:

• Design and implement ITSM processes in line with ITIL and industry best practices
• Lead Incident & Problem Management, ensuring timely resolution and root cause prevention
• Manage Change Management process to minimize disruption to business operations
• Maintain and improve the IT Service Catalog to reflect business needs accurately
• Define, negotiate, and manage SLAs to meet service expectations
• Oversee IT Asset & Configuration Management, ensuring accurate tracking and reporting
• Drive continuous improvement initiatives to optimize ITSM efficiency and user satisfaction
• Deliver training and create documentation for ITSM tools and procedures
• Administer and enhance ITSM tools to support process automation and usability
• Monitor, analyze, and report on ITSM KPIs to identify trends and performance gaps
• Ensure compliance with IT policies, standards, and support audit readiness

Qualification :

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