IT Service Management Specialist

• Lead the development, implementation, and continuous improvement of IT Change, Incident, and Problem Management processes.
• Act as Incident Manager and/or Major Incident Manager during critical incidents.
• Coordinate rapid response, communication, escalation, and resolution activities to minimize business impact.
• Analyze existing workflows and identify opportunities for process optimization.
• Implement process enhancements that improve efficiency and reduce operational risk.
• Utilize ServiceNow to manage and optimize ITSM workflows and reporting.
• Monitor process performance metrics and provide regular reports to management.
• Deliver training and guidance on ITSM best practices and procedures.
• Collaborate with stakeholders to ensure alignment with organizational goals and industry standards.
• Support ongoing service quality improvement initiatives.

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
• Minimum 5 years of experience in IT Service Management environments.
• Current ITIL Foundations Certification.
• Proven experience with IT Change Management, including planning, coordination, risk assessment, change evaluation, and post-implementation reviews.
• Hands-on experience with IT Incident Management processes, including incident prioritization, escalation, and resolution.
• Strong experience in IT Problem Management, root cause analysis, and remediation planning.
• Hands-on experience with the ServiceNow platform.
• Experience with process automation, reporting, and workflow optimization within ServiceNow.

Experience:

• 5+ years of IT Service Management experience.
• Experience leading Change, Incident, and Problem Management processes.
• Experience serving as Incident Manager or Major Incident Manager during high-priority incidents.
• Experience implementing process improvements that result in measurable service quality gains.
• Experience monitoring and reporting service management metrics.
• Experience delivering ITSM training and process guidance.
• Experience collaborating with cross-functional stakeholders and technical teams., * Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Strong project leadership and coordination skills.
• Passion for process improvement and service excellence.
• Ability to work effectively in cross-functional environments.
• Commitment to continuous professional development.

Skills:

• IT Change Management.
• IT Incident Management.
• IT Problem Management.
• ServiceNow Administration and Workflow Management.
• ITIL Framework.
• Root Cause Analysis.
• Process Improvement.
• Risk Assessment.
• Service Quality Management.
• Process Automation.
• Reporting and Metrics Analysis.
• Stakeholder Management.
• Training and Documentation.
• Project Leadership.

Qualification and Education:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
• ITIL Foundations Certification required.