The ITSM Specialist plays a key role in developing, maintaining, and optimizing IT service management processes. This role ensures that IT services are delivered in line with agreed standards, policies, and business requirements, supporting organizational goals through process improvement and operational excellence.

Key Responsibilities
Design & Implement ITSM Processes:

Develop, document, and implement ITSM processes such as Incident Management, Change Management, Problem Management, Service Request Management, Configuration Management, and Knowledge Management.
Continuously assess and enhance current processes for efficiency and compliance.
ITSM Tool Administration:

Configure, maintain, and optimize ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell, Ivanti).
Ensure data integrity and facilitate integrations with other IT systems.
Service Performance Monitoring:

Develop and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Analyze metrics to identify trends, recurring issues, and opportunities for improvement.
Continuous Improvement:

Lead or participate in process improvement initiatives and projects.
Gather feedback from stakeholders to drive enhancements in service delivery.
Training & Documentation:

Create and maintain documentation for ITSM processes and procedures.
Provide training and support to IT staff and end-users on ITSM practices and tools.
Stakeholder Collaboration:

Work closely with IT teams, business units, and third-party vendors.
Facilitate regular reviews with stakeholders to ensure services align with business needs.
Compliance & Audit Support:

Ensure adherence to internal policies, standards, and regulatory requirements.
Participate in audits and provide supporting evidence for ITSM controls.
Required Skills & Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field
Minimum 3 years of experience in ITSM or IT Operations
Strong knowledge of ITIL or other ITSM frameworks (ITIL certification preferred)
Experience with leading ITSM tools/platforms
Analytical skills for data analysis and process optimization
Excellent written and verbal communication skills
Ability to manage multiple priorities and work independently or in teams
Desired Competencies
Process-oriented mindset with a focus on continuous improvement
Customer service orientation and ability to interact professionally with stakeholders
Project management skills and experience with process automation
Familiarity with cloud environments and modern IT infrastructures
Reporting and Relationships
Reports to: IT Service Delivery Manager or IT Operations Manager
Works closely with: IT Support Teams, Business Analysts, Project Managers, and external vendors