Job Summary:
We are looking for an experienced ITSM Specialist to support and enhance our IT Service Management (ITSM) platform. In this role, you will work closely with IT Infrastructure and Operations teams to manage service requests, perform platform maintenance, and implement ITSM processes to improve efficiency and alignment with business goals. This position requires hands-on experience with ITSM tools, strong technical skills, and a proactive approach to maintaining ITSM compliance and standards.
Key Responsibilities:
- Create and enhance service requests on the ITSM platform to meet business requirements.
- Perform ongoing operational maintenance, patching, and upgrades to keep the ITSM platform optimized and up-to-date.
- Support the implementation of IT service management activities across various IT domains:
- Analyze and enhance service requests, update and implement catalog items.
- Requirement Gathering and Solution Design: Gather user requirements, design solutions, and enhance the ITSM catalog.
- Build or modify service requests based on the ITSM platform requirements.
- Generate and distribute reports for ITSM service requests to relevant stakeholders.
- Create and maintain system documentation, user guides, and training materials. Transfer knowledge to the internal ITSM team.
- Configure ITSM settings to adhere to established ITSM processes.
- Collaborate with the Automation/Orchestration team to integrate catalogs, workflows, and approvals.
- Compliance and Standards: Ensure all ITSM activities comply with IT security standards, policies, and procedures.
- Troubleshooting and Support: Collaborate with IT Infrastructure and Operations teams to troubleshoot and resolve issues in the ITSM platform.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 3-5 years of experience working with ITSM platforms, including developing service requests and platform maintenance.
- Demonstrated experience in IT service management activities, with a strong focus on service catalog and request management.
- Experience working in an IT operations or infrastructure environment, with a focus on process improvement and compliance.
- Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy) and familiarity with platform configuration and customization.
- Strong understanding of ITIL processes, including incident, change, and problem management.
- Experience with reporting tools and data visualization within ITSM platforms.
- Familiarity with automation/orchestration tools and their integration with ITSM workflows.
- Knowledge of IT security standards, policies, and best practices.
