RESPONSIBILITIES

• Develop, deploy, and maintain ITSM processes, procedures, and templates.
• Perform IT Optimization assessments and process improvements aligned to industry standards and frameworks.
• Review documents with the team on a continual basis to ensure transparency and traceability.
• Works with cross functional service groups to provide guidance to set standards and processes using established frameworks, such as the Information Technology Infrastructure Library (ITIL).
• When needed develop and/or facilitate and/or support training for IT Team and/or End Users.
• Work with ITSM Team to coordinate and perform Change Management, Incident Management, Problem Management and Service Level Management.
• Work with ITSM Team to develop multiple ITSM modules: Configuration, knowledge, Capacity, Availability and Continual improvement.
• Support ITSM Team for ITSM Tool Configuration and enhancement such as providing automation use case, UAT.
• Assist in regular status review covering SLA reporting, KPIs, incident trends and analysis, major incident analysis, improvement initiatives, etc.
• Develop continuous improvement to collect feedback from all team members and turn the feedback into the improvement 
 

Experience

• 3 to 5 years relevant experience with Incident, Problem, change, service level management as well as process improvement in a technology organization and experience both within a process area and IT Service Management tools.
• Strong understanding and working knowledge of the ITIL Service management framework and process mapping.
• Knowledge of technical areas (i.e., Application development, Network and infrastructure, Contingency Planning, etc.) to identify and resolve cross-departmental issues.
• Knowledge of Business Continuity Plan and Technology Risk Assessment.
• Extensive background in measurements of IT, services, deliverables, and inputs.
• Experience in deploying ITSM enterprise Tools is a plus.
• Good verbal and written communication skills, problem solving skills

Education & Training
• Degree in IT, Computer Science, Computing or equivalent
• ITIL or equivalent