ROLE & RESPONSIBILITIES

• Process Design and Implementation: Developing, documenting, and implementing ITSM processes and procedures, ensuring alignment with industry best practices, such as ITIL (Information Technology Infrastructure Library).
• Incident and Problem Management: Leading and overseeing incident and problem resolution processes, driving timely resolution and root cause analysis to prevent recurrence.
• Change Management: Managing the change control process, assessing the impact of changes on IT services, and ensuring minimal disruption to operations.
• Service Catalog Management: Maintaining and enhancing the service catalogue, ensuring that IT services are clearly defined and aligned with business needs.
• Service Level Management: Defining, negotiating, and managing Service Level Agreements (SLAs) to meet and exceed service expectations.
• IT Asset and Configuration Management: Overseeing IT asset and configuration management, maintaining accurate records of hardware, software, and configurations.
• Continuous Improvement: Identifying areas for improvement within ITSM processes and driving initiatives to enhance efficiency, quality, and customer satisfaction.
• Training and Documentation: Developing and delivering training programs for IT staff and end-users regarding ITSM processes and tools. Maintain comprehensive documentation of processes and procedures.
• ITSM Tool Administration: Administer and optimize ITSM tools and systems, ensuring they meet organizational needs and support process automation.
• Reporting and Analytics: Generate and analyze ITSM performance metrics and key performance indicators (KPIs) to identify trends and areas requiring attention.
• Compliance and Audits: Ensure ITSM processes are compliant with relevant regulations and standards. Prepare for and participate in internal and external audits as needed.

QUALIFICATIONS

• Bachelor's Degree in a relevant field; certification in ITIL or ITSM is highly desirable.
• At least 3 years experience in IT service management, focusing on process design and improvement.
• Strong technical knowledge of ITSM tools, incident, problem, and change management.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal abilities.
• Detail-oriented with a commitment to accuracy.
• Ability to work collaboratively in a cross-functional team environment.
• Demonstrated project management skills.