IT Service Management Specialist (Senior)

ABOUT THE JOB
Oversee the delivery and improvement of IT service management processes and tools, ensuring alignment with best practices and customer expectations
Lead the automation of ITSM workflows and tasks, leveraging emerging technologies and platforms to enhance efficiency and effectiveness
Report to the manager of ITSM operations and automation and supervise a team of ITSM analysts and specialists
Manage the day-to-day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management
Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements
Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics
Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.
Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud
Collaborate with IT and business stakeholders to understand their needs and expectations and provide guidance and support on ITSM best practices and automation solutions
Manage the ITSM operations and automation team, including hiring, training, coaching, performance management, and career development
Manage the ITSM operations and automation budget, ensuring cost-effectiveness and alignment with IT and business objectives.