ITSM Specialist

Responsibilities:

1. Lead and coordinate the resolution of IT incidents to ensure minimal impact on business operations.
2. Act as the point of escalation for major incidents, ensuring timely communication with stakeholders.
3. Conduct root cause analysis for critical incidents and ensure that corrective actions are implemented.
4. Maintain and improve incident management processes, ensuring compliance with SLAs.

1. Manage and oversee the change management process, ensuring that changes are assessed, approved, and implemented effectively.
2. Collaborate with technical teams to evaluate the risk and impact of proposed changes.
3. Chair Change Advisory Board (CAB) meetings, facilitating the review and approval of changes.
4. Ensure proper documentation and communication of changes to relevant stakeholders.

1. Generate and present incident and change management reports to senior management.
2. Maintain accurate records of all incidents and changes, ensuring compliance with audit requirements.
3. Continuously improve reporting processes and tools to enhance visibility and decision-making.
4. Identify areas for process improvement within incident and change management and implement best practices.
5. Provide training and guidance to IT staff on incident and change management procedures.
6. Monitor and analyze incident and change trends to proactively prevent future incidents.

1. Bachelor’s degree in Information Technology, Computer Science, or a related field.
2. Proven experience in IT Service Management, with a focus on incident and change management.
3. ITIL certification is highly desirable.
4. Strong problem-solving and analytical skills.
5. Excellent communication and interpersonal skills.
6. Ability to work under pressure and manage multiple priorities.
7. Leadership and decision-making skills.
8. Attention to detail and accuracy.
9. Ability to collaborate across teams and manage stakeholder relationships.
10. Proactive approach to problem-solving and process improvement.

1. Minimum 3-5 years of experience in a similar role within an IT environment.
2. Windows AD, Azure, O365 user management operations.
3. Experience managing major incidents and leading change management processes.