Description

You will manage and implement IT service management processes using the ITIL framework.

Responsibilities

• Implement and manage ITIL-based service management processes and standards.
• Define, document, and maintain service management policies, procedures, and SLAs.
• Facilitate problem management and root cause analysis to minimize service disruptions.
• Lead ITIL-related projects, including tool implementations and service transitions.
• Collaborate with stakeholders to translate business requirements into IT service solutions.
• Conduct regular assessments to optimize service delivery and performance via KPIs.

Required Skills

• ITIL Practitioner certification or higher (e.g., ITIL Expert, ITIL Master).
• 5+ years of experience in IT service management and ITIL framework optimization.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Deep understanding of incident, change, problem, and service level management.
• Hands-on experience with ServiceNow or BMC Remedy.
• Strong analytical and problem-solving skills for resolving complex issues.
• Ability to manage multiple priorities and work with cross-functional teams.

Preferred Skills

• ITIL Trainer certification.

Key Skills

Education

Bachelor's degree in computer science, information technology