ITSM Process Specialist

About the role

The ITSM Process Specialist supports ITIL-aligned core processes and acts as a point of contact for operating, managing and governing them across the MS business unit and its clients. The role works with internal and external stakeholders to embed the processes into MS delivery, provides operational reporting and metrics, and drives continuous service improvement.

Key responsibilities

• Manage and govern core processes: IT Asset, Configuration, Incident, Request, Change, Knowledge and Problem Management.
• Provide operational reporting and metrics, and educate service owners to use them and drive CSI activities.
• Own process documentation, including creation, updates and use for training.
• Analyse incident trends to reduce the impact of future incidents, coordinate problem resolution across support groups, vendors, suppliers and customers, and direct root cause investigations.
• Reconcile completeness and accuracy of configuration item data against agreed data sources.
• Support process deployment to new clients, understand contractual support requirements, and identify continuous improvement opportunities.

Required profile

• Proven operational ITSM process management experience under the ITIL framework.
• Demonstrable process deployment and continual service improvement experience; recent exposure to ServiceNow is desirable.
• University degree in an IT discipline, or equivalent progressive experience in enterprise-level IT environments.
• ITIL v3 Foundation certification preferred.

Required skills

• Strong communication, influencing and relationship management skills.
• Ability to manage multiple high-priority activities and adapt to changing requirements.
• High level of IT literacy: MS Office (Word, Excel, PowerPoint) and SharePoint.