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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.