ITSM Specialist

Work Arrangement: Independent Contract

Work Setup: Hybrid (3x onsite, 2x WFH)

Work Schedule: Mid-shift

Our company is looking for an ITSM Specialist to lead and govern IT Service Management processes across the SSC Tech Services organization. As a member of the Tech Services organization, the ITSM Specialist will act as the process owner for ITSM practices, ensuring service quality, operational excellence, compliance, and continuous improvement aligned with ITIL standards and business expectations. The role will serve as the bridge between service operations, service delivery, and business stakeholders while driving service maturity and customer satisfaction.

PRIMARY RESPONSIBILITIES

·       Lead the governance, implementation, and continuous improvement of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.

·       Own and maintain ITSM policies, standards, procedures, workflows, and operating models.

·       Drive adherence to SLA, OLA, KPI, and service performance targets.

·       Prepare executive dashboards, service reviews, and operational performance reports.

·       Lead continual service improvement programs and process maturity initiatives including ITIL and CMMI alignment.

·       Govern CMDB integrity, configuration item relationships, and audit readiness activities.

·       Partner with Service Delivery Managers, Service Line Leads, and Business Stakeholders to improve service outcomes.

·       Identify automation opportunities utilizing AI, Copilot, workflow automation, and self-service capabilities.

·       Support service transition, onboarding of new services, and operational readiness activities.

·       Lead, coach, and mentor ITSM Analysts and process owners.

PRIMARY TECHNICAL AND FUNCTIONAL ABILITIES

·       Expert knowledge of ITIL 4 principles and practices.

·       Strong experience in Incident, Problem, Change, Request, CMDB, and Knowledge Management.

·       Experience with Help Desk Advanced (HDA), Service Desk platforms, or equivalent ITSM tools.

·       KPI, SLA, and service reporting management.

·       Process governance, audit readiness, and compliance management.

·       Power BI, Excel, and reporting analytics capabilities.

·       Service transition and operational readiness management.

·       Continuous Improvement, Lean, and Process Maturity methodologies.

SECONDARY TECHNICAL ABILITIES

·       AI and Automation platforms (Copilot, Power Automate, Chatbots)

·       Project Management and PMO practices

·       CMMI for Services exposure

·       Infrastructure and Application support lifecycle understanding

BEHAVIOR ABILITIES

·       5–8 years of ITSM, Service Delivery, or IT Operations experience.

·       At least 2–3 years of leadership experience.

·       Self-motivated and driven to improve service quality.

·       Experience in an international and multicultural environment.

·       Strong stakeholder management and communication skills.

·       Customer-service oriented with a continuous improvement mindset.

·       Leadership and entrepreneurship.

·       Ability to influence and drive change across teams.

·       Strong analytical, organizational, and problem-solving skills.

·       Ability to understand business constraints and translate them into operational improvements.

KEY SUCCESS METRICS

·       SLA Compliance

·       Major Incident Resolution Performance

·       Customer Satisfaction (CSAT)

·       Problem Recurrence Reduction

·       CMDB Accuracy

·       Process Maturity Improvements

·       Automation Adoption and Efficiency Gains