Senior Specialist - IT Service Management

The Senior Specialist – ITSM is responsible for the design, governance, and continuous improvement of ITSM processes to ensure consistent, high-quality IT service delivery. This includes ownership of ITSM platforms (e.g., ServiceNow), process enforcement, vendor coordination, reporting, and cost tracking.

Key Responsibilities:

• Govern and enhance core ITSM processes: Incident, Change, Problem, Request, Knowledge, and Service Catalog.
• Administer and optimize ITSM platforms (e.g., ServiceNow, BMC Remedy, ManageEngine), including automation and user workflows.
• Monitor service KPIs and SLAs, ensuring alignment with internal performance standards.
• Manage service incidents and escalations, ensuring timely resolution and KPI compliance.
• Coordinate with ITSM vendors to ensure SLA and contractual obligations are met.
• Lead post-incident reviews, root cause analyses, and continuous service improvement (CSI) initiatives.
• Document ITSM processes and maintain audit readiness across all areas.
• Support budgeting and procurement for ITSM tools and services.
• Provide training and mentoring to service desk teams and process stakeholders.
• Identify and implement automation opportunities to reduce manual effort and enhance efficiency.
• Drive improvements in service delivery, user experience, and process maturity.

• Bachelor’s degree in IT, Computer Science, or related field. ITIL® 4 Foundation required; ITIL Managing Professional, Lean IT, COBIT, or ISO/IEC 20000 are a plus.
• 4–6 years in IT Service Management with hands-on ownership of ITIL processes and experience using ITSM tools like ServiceNow, Remedy, Ivanti, or ManageEngine.
• Strong knowledge of IT service delivery (including cloud/hybrid), SLA reporting, process optimization, and excellent documentation, training, and communication abilities.