ROLE PURPOSE

The purpose of the role is responsible for supporting the implementation, operation, and continuous improvement of IT Service Management (ITSM) processes based on ITIL best practices. The role ensures that IT services are delivered efficiently and effectively, meeting service level agreements (SLAs) and enhancing user satisfaction.

JOB RESPONSIBILITIES

• Ensure effective implementation and continuous improvement of ITSM processes (e.g., Incident, Problem, Change, Service Request, and Asset Management).
• Monitor service delivery performance and ensure adherence to SLAs (Service Level Agreements).
• Coordinate with different IT teams to ensure timely resolution of incidents and service requests.
• Manage the ITSM tool (e.g., Fresh Service, ServiceNow, Jira Service Management).
• Prepare and analyze IT service reports and KPIs to identify trends and areas for improvement.
• Conduct root cause analysis for recurring incidents and support problem management efforts.
• Support the change management processes, ensuring changes are logged, assessed, and approved.
• Collaborate with stakeholders to define and improve IT service policies and procedures.
• Ensure accurate and up-to-date documentation for ITSM processes and knowledge base.
• Support audits and compliance related to IT service operations.
• Provide training and support to IT staff on ITSM best practices.

Education & Special Training

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• Certification in ITIL (Foundation minimum; Intermediate or Expert preferred)
• 2–3 years of experience in IT service management or IT operations roles
• Experience using ITSM platforms (e.g., ServiceNow, Fresh Service, Cherwell)

Experience

• Experience with PowerPoint presentations and Excel skills
• Understanding and working knowledge of the ITIL Service Management framework and process mapping
• Extensive background in measuring IT services, deliverables, and inputs

Knowledge & Skills

• Good working knowledge of ITIL methodology and ticketing system
• Good Knowledge of making creative report
• Ability to work independently and to accomplish common goals
• Knowledge of technical areas such as application development, network infrastructure, and contingency planning

Languages

• Effective communication skills - both written & oral