Job Title : Service Now ITSM Specialist.
Job Type : Remote.
Experience : 5+ Years.
Job Description :
We are looking for an experienced and detail-oriented IT Service Management (ITSM) Specialist to join our team. The ideal candidate will oversee the delivery and continuous improvement of IT services, ensuring that IT service delivery aligns with business objectives. You will work closely with IT teams and business units to enhance service delivery, resolve issues, and ensure a high level of service quality and user satisfaction.
Key Responsibilities :
Service Delivery :
- Manage and oversee the lifecycle of IT services, from initiation through to decommissioning, ensuring that service levels meet the needs of the business.
- Act as the primary point of contact for the organizations IT service delivery processes.
Incident and Problem Management :
Oversee and manage the incident management process to ensure quick resolution of issues and minimal disruption to business operations.Ensure that problems are identified, root causes analyzed, and resolutions implemented to prevent recurrence.Change Management :
Coordinate and manage change requests to minimize risk, ensure smooth implementation of IT changes, and reduce service disruptions.Ensure that all changes comply with change management policies and processes.Service Level Management :
Develop and manage Service Level Agreements (SLAs) to ensure that IT services meet agreed-upon expectations.Monitor service performance and ensure adherence to SLAs and KPIs.ITIL Framework Implementation :
Implement and improve ITIL-based processes for service delivery (Incident, Problem, Change, Release, Service Level, etc.Continuously assess and improve service management processes to increase efficiency and service quality.Reporting & Analytics :
Analyze service performance data and provide regular reports on service delivery, issues, and improvement opportunities.Provide recommendations to improve service performance and customer satisfaction.Collaboration & Stakeholder Management :
Work closely with cross-functional teams (e.g., development, operations, business units) to ensure seamless service delivery.Ensure clear communication with stakeholders and ensure that IT services meet both current and future business needs.Vendor Management :
Manage vendor relationships related to IT services, ensuring that third-party providers meet their service commitments.Monitor and evaluate vendor performance as it relates to SLAs and contract terms.Continuous Improvement :
Lead and participate in process improvement initiatives, focusing on optimizing IT service management and aligning it with industry best practices.Stay up-to-date with emerging ITSM trends, tools, and technologies to ensure the organization remains competitive.Required Qualifications :
Education : Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Experience :
5+ years of experience in IT Service Management or related IT roles.Experience working with ITIL (IT Infrastructure Library) processes and frameworks.Knowledge of service management tools (e.g., ServiceNow, BMC Remedy, etc.)Certifications :
ITIL Foundation Certification (required).ITIL Intermediate or Expert level certification (preferred).Skills :
Strong understanding of ITSM processes and frameworks.Excellent communication and interpersonal skills.Problem-solving skills with the ability to analyze complex issues.Strong organizational and time management abilities.Ability to work collaboratively in a fast-paced environment.Preferred Qualifications :
Experience in IT project management or related methodologies (e.g., Agile, Scrum).Experience with cloud-based services and solutions.Familiarity with automation and orchestration in ITSM.ref : hirist.tech)
