ITSM Specialist

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

5–8 years of experiencein IT Service Management, Service Delivery, or IT Operations.

At least 2–3 years of experience in ITSM leadership, process ownership, or governance.

Strong knowledge of ITIL 4 principles, practices, and service management frameworks
Hands-on experience in managing and governing:

Incident Management

Problem Management

Change Management

Request Management

Knowledge Management

Configuration Management / CMDB

Experience in ITSM process design, implementation, governance, documentation, and continuous improvement.

Strong understanding of SLA, OLA, KPI, service performance, and operational reporting.

Experience preparing management dashboards, service reviews, and performance reports using tools such as Power BI and Excel.

Experience with ServiceNow, Help Desk Advanced (HDA), or other enterprise ITSM/Service Desk platforms.

Knowledge of CMDB governance, Configuration Items (CIs), relationships, data quality, and audit readiness.

Experience in Continual Service Improvement (CSI), Lean, process maturity, or CMMI for Services is an advantage.

Understanding of Service Transition, operational readiness, and onboarding of new IT services.

Exposure to automation and AI-driven service management, such as Microsoft Copilot, Power Automate, chatbots, and self-service solutions.

Strong stakeholder management, communication, analytical, organizational, and problem-solving skills.

Proven ability to influence teams, drive process adoption, and lead organizational change.

Experience working in a global/international and multicultural environment is preferred.

Preferred certification: ITIL 4 Foundation; ITIL 4 Managing Professional or other ITSM-related certifications are an advantage.