ITSM Specialist

About the Role

We are looking for an experienced IT Service Management (ITSM) Specialist to support and enhance enterprise ITSM processes across a complex technology environment. You will play a key role in driving service quality, operational excellence, governance, and continual service improvement while working closely with infrastructure, application, security, and business teams.

This is an excellent opportunity for an ITSM professional who enjoys improving IT operations through best practices, process optimisation, automation, and stakeholder collaboration.

Key Responsibilities

• Administer and continuously improve ITSM processes including Incident, Problem, Change, Request, Knowledge, Asset, Configuration, and Service Level Management.
• Ensure ITSM processes are aligned with ITIL best practices, governance standards, and organisational policies.
• Monitor service performance, SLA compliance, operational KPIs, and service health, driving timely resolution of operational issues.
• Coordinate and facilitate Change Advisory Board (CAB) meetings, ensuring changes are properly assessed, approved, and implemented.
• Lead problem management activities, including root cause analysis (RCA), trend analysis, and implementation of permanent corrective actions.
• Maintain and improve the CMDB, ensuring configuration data accuracy and governance.
• Produce operational dashboards, management reports, and service metrics for technology and business stakeholders.
• Identify automation opportunities and drive continual service improvement initiatives to enhance efficiency and customer experience.
• Work closely with infrastructure, cloud, application, cybersecurity, and vendor teams to improve end-to-end service delivery.
• Support audits, risk assessments, compliance reviews, and operational governance activities.
• Assist in ITSM tool enhancements, workflow improvements, and implementation of new capabilities.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 4–7 years of experience in IT Service Management, IT Operations, Service Delivery, or IT Operations Support.
• Strong understanding of ITIL framework and ITSM best practices.
• Hands-on experience administering or supporting enterprise ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or ManageEngine.
• Experience managing Incident, Problem, Change, and Service Request processes.
• Good understanding of IT infrastructure, cloud platforms, enterprise applications, and operational support environments.
• Experience producing SLA reports, service metrics, operational dashboards, and KPI reporting.
• Strong analytical and problem-solving skills with the ability to identify service improvement opportunities.
• Excellent communication and stakeholder management skills.
• Able to manage multiple priorities in a fast-paced enterprise environment.

Preferred Skills

• ITIL Foundation or higher certification.
• Experience with ServiceNow workflow configuration or administration.
• Exposure to CMDB, Discovery, Asset Management, or Service Catalog.
• Experience supporting cloud environments (AWS, Azure, or GCP).
• Knowledge of automation tools such as PowerShell, Python, or REST APIs.
• Experience within banking, financial services, or other regulated industries is an advantage.