Description

You will lead the development and continual improvement of ITIL v4-aligned processes and manage the ITSM platform.

Responsibilities

• Develop and improve core ITIL processes including Incident, Problem, Change, Release, Request, Event, and Configuration Management.
• Administer and optimize Zoho Desk by configuring automation workflows, service request catalogs, SLAs, and custom modules.
• Manage the IT asset lifecycle and CMDB, ensuring accurate inventory tracking from procurement to decommissioning.
• Define and monitor KPIs, SLAs, and continuous service improvement (CSI) metrics to drive service maturity.
• Maintain process documentation, RACI charts, SOPs, and escalation matrices to ensure audit readiness for PCI and ISO frameworks.

Required Skills

• 7+ years of experience in IT service management and process leadership.
• Deep knowledge of ITIL v4 frameworks.
• Hands-on administration experience with Zoho Desk or ServiceNow.
• Proven expertise in CMDB integration and asset lifecycle management.
• Experience managing asset tagging, license compliance, and warranty tracking.
• Strong skills in root cause analysis and service governance.
• Ability to develop knowledge base articles and dashboard reporting.
• ITIL v4 Foundation certification.
• Any Graduate degree.

Preferred Skills

• ITIL Intermediate or Managing Professional certification.

Key Skills

Education

Any Graduate