Job Description

Job Summary

Process Design & Implementation Design ITIL-aligned processes such as: Incident Management Problem Management Change Management Service Request Management Release & Deployment Management Define workflows, procedures, and standard operating guidelines. Align IT processes with business objectives and service strategies. 2. Process Assessment & Improvement Analyze current ITSM processes to identify gaps and inefficiencies. Conduct maturity assessments (e.g., ITIL maturity models). Recommend and implement continuous improvement initiatives (CSI). 3. Stakeholder Engagement Work closely with: Business stakeholders IT teams Service owners Governance & Compliance Ensure adherence to ITIL best practices and organizational standards. Define KPIs (Key Performance Indicators) and SLAs (Service Level Agreements). Monitor process compliance and audit readiness. 5. Tool Configuration & ITSM Platforms Support configuration and optimization of ITSM tools like: ServiceNow BMC Remedy Jira Service Management Ensure tools align with process workflows and automation needs. 6. Documentation & Knowledge Management Develop and maintain: Process documents SOPs (Standard Operating Procedures) Work instructions

Key Responsibilities

1. Enhance Operational Systems By Utilizing Process Consulting And Itil Methodologies To Improve Management Reporting, Streamline Information Flow, And Optimize Business Processes For Effective Organizational Planning.
2. Analyze Client Requirements And Ensure That The Support Team Consistently Meets Client Expectations Through Proactive Engagement And Performance Management.
3. Lead And Mentor Project Teams Using Bmc Remedy, Ca Service Desk, And Avanti Tools, Ensuring Transparent Communication Of Project Goals And Fostering A Collaborative Environment.
4. Drive Innovation In Process Development By Implementing Best Practices And Leveraging Tools To Facilitate Organizational Progress And Continuous Improvement.
5. Provide Tailored Solutions That Align With Customer Needs And Operational Constraints, Utilizing Itil Frameworks To Achieve Significant Business Results.

Skill Requirements

Strong understanding of ITIL framework (ITIL v3 / ITIL 4) ITSM tools expertise Analytical and problem-solving skills Stakeholder management & communication Process modeling (e.g., BPMN) Knowledge of Agile/DevOps (optional but valuable)

Other Requirements

. Training & Awareness Train IT teams on ITIL processes and best practices. Conduct awareness sessions for stakeholders. Support organizational change management activities. 8. Performance Monitoring & Reporting Track metrics such as: Incident resolution time Change success rate SLA compliance Prepare reports and dashboards for leadership. Drive data-driven decision making. 9. Continuous Service Improvement (CSI) Identify opportunities for automation and optimization. Implement feedback loops and improvement plans. Promote a culture of continuous improvement. 10. Risk Management Identify risks related to IT services and processes. Ensure proper controls and mitigation strategies are in place. Support business continuity and disaster recovery readiness.