Your tasks
- Strong understanding of ITIL framework and ITSM best practices with Knowledge of service governance, risk management, compliance, and operational controls.
- Experience with industry-leading ITSM platforms, any one of: ServiceNow / BMC Remedy.
- Excellent verbal and written communication skills.
- Strong stakeholder management and negotiation capabilities.
- Analytical mindset with the ability to identify trends, solve complex problems, and make data-driven decisions.
- Strong facilitation, presentation, and influencing skills.
- Ability to work independently while managing multiple priorities in a dynamic environment.
- Participate and Conduct awareness sessions on IT governance and service management best practices.
- Drive regular service reviews and audits.
- Coordinating incident resolution activities and follow-up actions.
- Support Change Advisory Board (CAB) preparation and documentation.
- Participate in root cause analysis discussions and problem management activities.
- Collaborate with internal IT teams, business users, and external service providers.
- Support service review meetings and vendor performance tracking.
- Help manage user communications during service disruptions and planned maintenance activities.
- Participate in ITSM improvement projects and automation initiatives.
- Contribute ideas to improve service quality, operational efficiency, and customer experience.
- Act as point of contact for senior business stakeholders and customers and manage escalations effectively and maintain user satisfaction.
- IT service optimization, automation and lead adoption of best practices.
Who we are looking for
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related field.
- Minimum 3 years of hands-on experience in IT Service Management (ITSM).
- Demonstrated expertise in one or more of the following disciplines:
Incident Management
Problem Management
Change Management
Request Management











