Senior ITSM Specialist
Core
Senior ITSM Specialist delivering hands-on ITIL 4 service management practices including Knowledge Management, Measurement and Reporting, Service Configuration, and IT Asset Management.
Role type
Senior ITSM Specialist (ITIL 4)
Builds
Operational documentation, playbooks, work instructions, governance reporting, and service management dashboards.
Domain
Defense and national security IT operations
Deliverable
dashboards & analysis
Required skills
ITIL 4 practices, SIAM coordination, procedure development, SLA monitoring, Enterprise Service Management tools, stakeholder engagement
Preferred skills
Technical literacy, asset management understanding, governance reporting
Technologies
ServiceNow, Enterprise Service Management tools
Responsibilities
Lead and deliver ITIL 4 service management practices; Act as escalation point for customers and teams; Develop and govern playbooks and operational procedures; Monitor SLA performance and prepare governance reporting; Drive continual improvement activities.
Seniority
Senior, hands-on IC