DESNZ – ITSM Process Controller
Core
Operate and govern ITSM processes (Incident, Request, Change, Configuration, Knowledge) within Jira Service Management for the Department of Energy Security and Net Zero-Provision.
Role type
ITSM Process Controller
Builds
Service management workflows and operational stability for a government energy security customer
Domain
IT Service Management / Government Energy Security
Required skills
ITIL framework knowledge, Jira Service Management administration, Change Advisory Board (CAB) facilitation, queue management, SLA monitoring, CMDB maintenance, KPI reporting
Preferred skills
ITIL v4 certification, strategic thinking, analytical skills
Technologies
Jira Service Management, CMDB
Responsibilities
Own and govern ITIL-aligned service management processes; Monitor Incident and Service Request queues in real time; Proactively manage ticket lifecycles to minimize ageing; Drive avoidance of SLA breaches through active queue management; Conduct regular ticket quality audits; Lead daily ticket triage stand-up meetings; Chair and coordinate all Change Advisory Board (CAB) meetings; Maintain the accuracy and integrity of Configuration Management Database (CMDB) records; Establish and maintain a governed Knowledge Management framework; Produce monthly KPI reports and service credit calculations; Perform day-to-day Jira Service Management administration; Analyse service performance trends and provide recommendations for improvements.
Seniority
Mid-level, hands-on IC