Description

Key Responsibilities:

• Lead ITSM processes (Incident, Problem, Change, Request)
• Govern ServiceNow ITSM modules and drive process optimization
• Define and monitor SLAs/KPIs to improve service delivery
• Ensure compliance with ITIL best practices
• Manage client escalations and reporting

Required Skills:

• 8–12 years of ITSM and ServiceNow experience
• Strong knowledge of ITIL framework
• Proven experience in ITSM module implementation and support

Key Skills

Education

Bachelor's degree