ITSM Process Specialist
Core
Support ITIL-aligned core processes (Asset, Configuration, Incident, Change, Problem, Request, Knowledge) to minimize service impacts and drive maturity across the Managed Services business unit.
Role type
ITSM Process Specialist
Builds
Operational reporting, metrics, and process documentation for the MS business unit and clients.
Domain
IT Service Management (ITIL)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL framework expertise, process deployment, continual service improvement, data analysis, root cause analysis, stakeholder management, process documentation, incident trending, problem resolution coordination, contract support requirements understanding, continuous improvement identification
Preferred skills
ServiceNow platform experience, ITIL v3 Foundation certification
Technologies
ServiceNow, MS 365 (Word, Excel, PowerPoint, SharePoint)
Responsibilities
Provide guidance to operational teams to minimize service impacts; Operate, manage, and govern core ITSM processes; Embed processes within MS delivery; Provide operational reporting and metrics; Educate service owners on metrics and CSI activities; Own process documentation creation and updates; Conduct incident trending and data analysis; Coordinate problem resolution across internal and external groups; Direct investigations for root cause and corrective actions; Reconcile CI data completeness and accuracy; Support process deployment to new clients; Identify and implement continuous improvement opportunities
Seniority
Mid-level, hands-on IC
