ITSM Process Specialist

Job Description

Job Overview

Responsible for designing, implementing and running Service Management processes to ensure they align with Enterprise IT and Arm objectives and ITIL best practices. This role will focus on continuous improvement of processes to enhance quality, efficiency and effectiveness of IT services delivered to the organization.

Responsibilities :

• Develop and implement ITSM processes, acting as process manager for multiple ITSM processes including but not limited to knowledge, incident, problem and request.
• Ensure ITSM processes are documented, communicated, published and understood across IT organization
• Monitor and measure the performance of ITSM processes aligned with service level agreements and performance indicators defined.
• Lead process review meetings and workshops to gather feedback and drive continuous improvement.
• Assure process compliance with regulations, standards and policies aligned with the organization requirements.
• Establish and implement governance frameworks and adherence to defined processes.
• Conduct regular audits to assess process compliance and identify areas for improvement.
• Ensure continued understanding and awareness of service (ITSM / ITIL) objectives and metrics within the IT community, working closely with, and gaining trust across all service teams and operational teams.
• Act as a point of contact for ITSM process related enquiries, providing mentorship and support as needed.
• Facilitate teamwork and communication between IT teams ensuring seamless process integration and execution. Develop and deliver training programs across IT.
• Champion a culture of quality and excellence within organization.
• Analyse process data to identify trends, issues and opportunities and present findings and recommendations to senior management.

Required Skills and Experience :

“Nice To Have” Skills and Experience :

In Return :

We offer exciting and interesting work in global and diverse team. Arm's growth trajectory will ensure career progression and the opportunity to have a significant impact on our success.

Accommodations at Arm

At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.