Sr IT Service Operations Specialist
Core
Manage ITIL processes (Change, Incident, Request, Problem, Knowledge) to deliver best-in-class Service Management and drive operational efficiency.
Role type
Senior IT Service Operations Specialist
Builds
ITSM processes, dashboards, and reports for real-time insights into service management.
Domain
IT Service Management (ITIL)
Deliverable
dashboards & analysis
Required skills
ITIL 4 Foundation, Change Management, Incident Management, Problem Management, Request Fulfillment, Knowledge Management, SLA management, Root Cause Analysis, Process Improvement, Stakeholder Collaboration, Data Auditing
Preferred skills
ITIL Maturity Assessments, Service Catalog Management, Major Incident Review Leadership
Technologies
ITIL, ITSM
Responsibilities
Manage Change, Incident, Request, Problem, and Knowledge service offerings; Suggest improvements to ITIL processes and ensure effective adoption; Partner with IT areas to adopt ITIL/ITSM processes; Participate in establishing Service Level Agreements (SLAs); Plan and contribute to ITSM projects; Develop ITSM process training; Lead ITIL meetings (Quarterly Service Reviews, Major Incident Reviews, Problem Reviews); Chair Change Advisory Board Meetings; Manage Incident Management activities including driving Major Incidents to resolution; Manage ITIL Request Fulfillment process activities including audits on Service Catalogs; Create and maintain reports and dashboards for real-time insights.
Seniority
Senior, hands-on IC