ITSM Specialist
Core
Optimizing IT service management processes and ensuring efficient delivery of IT services across the organization using ITIL-based frameworks.
Role type
ITSM Specialist
Builds
Optimized IT service management processes and tool configurations
Domain
IT Service Management / IT Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL framework knowledge, process improvement methodologies, data analysis and reporting, service management tool proficiency, incident/problem/change management, SLA/KPI development
Preferred skills
Experience with non-ITIL frameworks, familiarity with technical IT operations (networks, servers, applications, cybersecurity)
Technologies
BMC Helix
Responsibilities
Implement and maintain ITIL-based processes, manage and optimize service management tools, generate performance reports, collaborate on resolving IT service issues, conduct process audits, provide training on ITSM tools, participate in process management activities, develop SLAs and KPIs
Seniority
Junior to Mid-level, hands-on IC
