ITSM Specialist

About this role

Responsibilities

• Take full accountability for the organization’s ITSM platform, ensuring it aligns with business and stakeholder requirements.
• Oversee system configuration, enhancements, and deployment of the ITSM tool to maximize operational efficiency.
• Partner with IT and cross-functional teams to ensure the platform effectively supports service delivery processes.
• Drive ITSM-related initiatives and projects to expand tool capabilities across various business units.
• Design, implement, and continuously refine ITIL-based processes in accordance with industry standards and organizational needs.
• Lead cross-departmental efforts to introduce new ITSM processes or enhance existing workflows.
• Act as Product Owner for the ITSM function by managing backlog priorities and aligning deliverables with strategic goals.
• Engage with stakeholders to gather insights and define roadmap, vision, and functional requirements.
• Conduct training sessions on ITSM, ITIL, and Agile methodologies for internal teams.
• Develop structured training documentation and learning materials to support knowledge sharing.
• Identify opportunities for process and tool improvements based on user feedback and operational insights.
• Implement solutions that enhance service quality, efficiency, and overall performance of IT services.
• Ensure successful execution and adoption of ITSM improvement initiatives through effective project ownership.
• Required Experience:
• Minimum 5+ years o