IT Service Management Specialist

Required Skills:

• ServiceNow ITSM
• IT Change Management
• IT Incident Management
• IT Problem Management
• Major Incident Management
• Process Improvement & Optimization
• SLA Monitoring and Reporting
• Stakeholder Management
• ITIL Foundation Certification (Mandatory)

Key Responsibilities:

• Lead and continuously improve Change, Incident, and Problem Management processes.
• Act as Incident Manager/Major Incident Manager during critical service disruptions.
• Perform root cause analysis and implement preventive measures.
• Manage and optimize ServiceNow ITSM workflows.
• Monitor process metrics, SLAs, and service performance.
• Collaborate with stakeholders to enhance operational efficiency and reduce risk.
• Provide reporting, documentation, and process training to IT teams.

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Systems, Business Administration, or related field.
• Minimum 5+ years of experience in IT Service Management.
• Hands-on experience with ServiceNow ITSM modules.
• Active ITIL Foundation Certification.