Overview
Skills
Job Details
Role: Service Management Specialist
Experience: 8 10 years of experience in IT Service Management (ITSM)
Role Description
Responsible for overseeing and executing key IT Service Management processes including Incident Management, Change Management, and Problem Management to ensure the stability, reliability, and performance of IT services. The role involves coordinating with technical and business teams, driving continuous improvement, and ensuring adherence to ITIL best practices.
Key Responsibilities
Incident Management
Manage the end-to-end lifecycle of incidents to ensure timely resolution and minimal business impact.
Prioritize and escalate issues as needed while maintaining effective communication with stakeholders.
Conduct post-incident reviews and identify areas for improvement.
Change Management
Oversee and control the lifecycle of all changes to IT services.
Facilitate Change Advisory Board (CAB) meetings and ensure risk assessment, testing, and validation of proposed changes.
Maintain proper documentation and compliance with organizational change policies.
Problem Management
Lead root cause analysis (RCA) for recurring incidents and drive permanent resolutions.
Maintain a known error database and track corrective/preventive actions.
Collaborate with technical teams to implement problem elimination strategies.
Service Reporting & Governance
Develop and deliver service performance reports and KPIs.
Ensure continuous service improvement through proactive analysis and process optimization.
Required Skills & Competencies
Strong knowledge of ITIL v3/v4 framework and ITSM best practices
Proven experience in Incident, Change, and Problem Management
Hands-on experience with ServiceNow or other ITSM tools
Excellent communication, coordination, and stakeholder management skills
Ability to work in a fast-paced, global environment