Description

You will design, implement, and optimize ITSM processes aligned with ITIL 4 best practices.

Responsibilities

• Design, enhance, and document ITSM processes (e.g., Incident, Change, Problem, Service Request).
• Facilitate workshops with business and technical stakeholders to define process requirements.
• Drive integration of ITSM processes within Agile/DevOps delivery models.
• Identify and implement process automation and workflow optimization opportunities.
• Support change management and service transition initiatives.

Required Skills

• 10+ years of experience in ITSM process design and implementation.
• Strong knowledge of ITIL 4 practices.
• Experience working in Lean, Agile, or DevOps environments.
• Hands-on familiarity with ServiceNow or equivalent ITSM platforms.
• Demonstrated ability to lead cross-functional teams and manage organizational change.
• Excellent stakeholder engagement and communication skills.
• NV1 Security Clearance (mandatory).

Preferred Skills

• ITIL 4 Foundation Practitioner or Specialist certification.

Key Skills

Education

Any Graduate