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Role Summary
The ITSM Process Specialist is responsible for overseeing, facilitating, and governing ITIL-based service management processes to ensure efficient, reliable, and high-quality IT service delivery. This role provides end-to-end ownership of core ITSM functions, including Incident, Request, Problem, Change, and Service Level Management. Acting as a key liaison between business stakeholders, end users, and resolver teams, the role ensures timely issue resolution, transparent communication, and continuous service improvement through best practices and data-driven insights
Key Responsibilities: ITSM & Operations
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IT Service Management & Operations
Incident Management
- Oversee the end-to-end incident lifecycle, ensuring proper ownership, prioritization, escalation, and resolution within defined SLAs.
- Ensure timely, accurate, and consistent communication with stakeholders throughout the incident lifecycle.
Service Catalog & Request Management
- Manage and maintain the service catalog to ensure accuracy, clarity, and alignment with evolving business requirements.
- Govern request fulfillment processes to ensure standardized, efficient, and timely service delivery.
- Identify and implement opportunities for automation and workflow optimization.
Change Management
- Facilitate and enforce Change Management processes to minimize operational risk and service disruption.
- Host and facilitate Technical Advisory Board(TAB), Change Advisory Board (CAB) meetings.
- Ensure all changes are properly assessed, approved, communicated, implemented, and documented.
Problem Management
- Lead root cause analysis (RCA) for recurring incidents and major service disruptions
- Conduct trend analysis to drive proactive problem management initiatives
- Implement long-term corrective actions to reduce incident recurrence and overall ticket volumes
Service Level Management
- Proactively monitor service performance against agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Analyze service performance metrics to identify gaps, risks, and improvement opportunities.
- Support SLA governance and ensure alignment with business and customer expectations.
Service Reporting & Metrics
- Report Service Level Metrics , Key Performance Indicators (KPIs) and ensure SLA compliance
- Produce regular operational, management, and executive-level reports with actionable insights.
- Present service health trends, risks, and continuous improvement recommendations to leadership
Process Governance & Continuous Improvement
- Drive continuous improvement initiatives across ITSM processes in alignment with ITIL best practices.
- Create and maintain detailed SOPs in Knowledge Bases that support standardized ITSM processes, enhance end-user self-service capabilities, and improve efficiency and consistency for resolver teams
- Provide training, coaching, and mentoring to functional teams to ensure consistent adoption of processes and standards.
- Serve as the primary point of contact for ITSM process-related inquiries and escalations.
- Facilitate and lead governance forums such as Aging Review Boards, Problem Review Meetings, SLA Governance Meetings, and CAB sessions.
- Promote strong collaboration and communication across teams to ensure process compliance and service excellence.
Tools & Technology
- Working knowledge of ITSM tools, preferably ServiceNow or Jira Service Management (JSM).
- Support implementation and optimization of ITSM tools aligned with business objectives and industry's best practices.
Qualifications
- Experience: 8+ years of overall professional experience, with a minimum of 5 years in IT Service Management or ITSM operations.
- Education: Bachelor's degree, or equivalent experience or relevant experience.
- Certifications: ITIL v4 Foundation (highly preferred); additional ITSM or service management certifications are a plus.
- Communication: Proven ability to translate complex technical concepts into plain English for non-technical employees and executives.
This role requires the candidate to be onsite with their team 40-60% of the work week.
