Description

Own ITSM processes and drive service reliability for a medium to large enterprise environment.

Responsibilities

• Design, implement, and optimize ITSM workflows for Incident, Problem, Change, Request, and Knowledge management.
• Lead Change Advisory Board (CAB) governance, ensuring compliance with ITIL v3/v4 best practices.
• Define, track, and report SLAs, OLAs, XLAs, and KPIs to improve service performance.
• Drive root cause analysis (RCA) for major incidents and implement preventive actions.
• Maintain Service Catalog accuracy and support ITAM processes, including CMDB integrity and service mappings.

Required Skills

• 3-6 years of hands-on ITSM experience in enterprise environments.
• Proven experience as an ITSM process owner or lead, not just execution.
• Extensive expertise with ServiceNow, including workflow design and automation.
• Strong working knowledge of the ITIL framework (v4 preferred).
• Hands-on experience with CMDB concepts, service mappings, and data integrity.
• Ability to create service reports, dashboards, and drive continuous improvement.
• Excellent stakeholder management and communication skills.

Preferred Skills

• ITIL v4 certification and ServiceNow ITSM Certification(s).
• Experience driving ITSM maturity or transformation initiatives.

Key Skills

Education

Bachelor's degree