Description

You will own the development, implementation, and continuous improvement of ITIL-based processes and policies.

This role is on-site.

Responsibilities

• Develop and maintain ITIL-based processes, procedures, and policies to support organizational goals.
• Lead cross-functional project teams to develop or enhance existing IT service management workflows.
• Identify and define Critical Success Factors, Key Performance Indicators, and associated metrics.
• Manage stakeholder groups and facilitate business engagement and management escalation calls.
• Perform cost and benefit analyses to drive process re-engineering and performance improvements.

Required Skills

• Minimum ITIL Foundation certification.
• 5+ years of experience in IT Service Management (ITSM) disciplines.
• Hands-on experience with at least one practice: Availability, Request, Release, Change, or Knowledge Management.
• Proficiency with Microsoft Office.
• Experience in Product Management.
• Ability to design metrics for process measurement and performance analysis.
• Proven ability to lead project teams and facilitate cross-functional workflows.

Preferred Skills

• Experience with ITSM tools and automation platforms.
• Advanced analytical skills for complex process mapping.

Key Skills

Education

Any Gradute