Job Title: ITSM Process Specialist

Line of Business: IT Managed Services

Role Purpose

The ITSM Process Specialist operates, manages, and governs core ITIL-aligned processes across the Managed Services business unit and client accounts. Serving as a primary customer-facing point of contact, this role focuses heavily on driving Major Incident Management and Change Management, while supporting overall process maturity and continual service improvement (CSI).

Key Responsibilities

Major Incident & Incident Management: Drive end-to-end incident resolution independently, lead Root Cause Analysis (RCA) investigations, conduct incident trending analysis, and coordinate resolution across internal support teams, vendors, and clients to minimize downtime.
Change & Configuration Management: Govern change request workflows, maintain Configuration Item (CI) integrity, and reconcile CI data completeness and accuracy against agreed data sources.
Process Governance & Maturity: Support core ITSM processes—including IT Asset, Request, Knowledge, and Problem Management—and manage process deployment and onboarding for new client contracts.
Reporting & Continual Service Improvement (CSI): Produce operational reporting and service metrics, educate service leads on leveraging metrics, and identify ongoing opportunities to optimize service delivery.
Stakeholder & Client Engagement: Act as a key customer-facing liaison to build strong operational relationships, align service delivery with contractual commitments, and maintain visibility into client technology landscapes.

Skills, Experience & Qualifications

ITSM Experience: Proven background in operational ITSM process management following the ITIL framework, with specific expertise in Major Incident and Change Management.
Incident Handling: Demonstrated ability to independently manage high-priority incidents and direct operational teams through root-cause investigations under pressure.
Communication & Engagement: Exceptional customer-facing, relationship management, and influencing skills across all business levels (juniors, peers, managers, executives, and clients).
Technical Proficiency: Recent hands-on experience with the ServiceNow platform (highly desirable) and high-level proficiency in MS 365 (Word, Excel, PowerPoint, SharePoint).
Certifications & Education: ITIL Foundation certification (v3 or v4 minimum) alongside a university degree in an IT discipline (or equivalent progressive enterprise-level IT experience).
Core Competencies: Self-driven, resilient, adaptable to changing priorities, and capable of balancing customer demands with industry best practices.