• 
  Collaborate with IT/business teams to ensure that the tools are configured to meet the needs of the organization, following ITIL processes.
• 
  Work with stakeholders to define requirements and design workflows within the ITSM tools.
• 
  Continuously evaluate the performance and effectiveness of ITSM tools and identify areas for improvement.
• 
  Optimize processes within the ITSM platform to ensure maximum efficiency in incident, problem, change, and service request management.
• 
  Implement automation and custom reporting to streamline operations and improve service delivery.
• 
  Provide training and support to end-users and IT/business staff on how to use the ITSM tools effectively.
• 
  Create user documentation, guides, and knowledge base articles related to tool usage.
• 
  Troubleshoot any issues related to the tool and provide timely resolutions to users.
• 
  Responsible for the integration of ITSM tools with other enterprise systems (e.g., monitoring tools, asset management, identity management systems).
• 
  Collaborate with development teams to ensure seamless data flow and alignment between ITSM tools and other IT management systems.
• 
  Ensure the accuracy and integrity of data within the ITSM tool.
• 
  Ensure that SLAs, workflows, and escalation paths are correctly configured to support service level objectives.
• 
  Manage user access and permissions within the ITSM tools to ensure appropriate security and compliance.
• 
  Perform regular system maintenance, upgrades, and patches to ensure that the ITSM tool remains secure and functional.
• 
  Ensure that the ITSM tool is in compliance with industry standards, best practices, and organizational policies.
• 
  Promote ITIL-aligned practices within the tool to ensure effective service delivery and management.
• 
  Provide configuration, integration, and management of ITSM tools to ensure that they support the organization's needs and workflows.

Requirements

• 
  Bachelor’s degree in information technology, Computer Science, Business Analytics, or a related field (or equivalent work experience).
• 
  2-6 years of experience in data analysis, business analysis, or IT service management.
• 
  Experience working with ITSM tools and platforms (e.g., ServiceNow, BMC Remedy, Jira) to track and report on IT services.
• 
  Familiarity with ITIL processes, particularly in service management, incident management, and SLA management.
• 
  Proven experience in creating reports and dashboards for management and business stakeholders.
• 
  Proficiency with data analysis tools and techniques (e.g., Excel, Power BI, Tableau).
• 
  Strong analytical skills with the ability to interpret complex data sets and identify actionable insights.
• 
  Knowledge of SQL or other database query languages is a plus.
• 
  ITIL Foundation certification (preferred).
• 
  Additional certifications in data analysis or business intelligence (e.g., Microsoft Certified: Data Analyst Associate) are a plus.