Service Management Specialist

Job Description

Job Summary

The Service Management Senior Specialist is responsible for overseeing core ITIL service management functions, including incident, problem, change, and asset management. The role ensures service continuity, timely resolution of disruptions, adherence to service levels, and continuous improvement of IT processes. The position also involves trend analysis, root cause analysis (RCA), maintaining asset data integrity, and supporting change initiatives while aligning with organizational IT governance standards.

Required Skills

Expertise in ITIL-based process architecture and ITSM governance.

Advanced analytical and reporting skills, including KPI / SLA tracking and trend analysis.

Strong communication, documentation, and presentation capabilities.

Ability to translate service performance data into actionable recommendations.

Key Responsibilities

Design, implement, and continuously improve ITSM processes and service workflows aligned with organizational goals.

Manage service reporting and SLA dashboards, ensuring accuracy, transparency, and useful performance insights.

Lead ITSM process architecture reviews to enhance efficiency and maturity levels.

Conduct service analytics to identify improvement opportunities and support data-driven decision-making.

Collaborate with cross-functional IT teams to optimize end-to-end service delivery and enhance user satisfaction.

Maintain ITSM documentation, process maps, and performance metrics for audit and governance requirements.

Requirements

Minimum Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field.

ITIL Expert or ITIL Managing Professional certification preferred.

Strong understanding of ITSM tools such as ManageEngine, ServiceNow, or BMC.

Minimum Experience

At least 8 years of experience in IT Service Management, including a minimum of 3 years in a senior ITSM role.

Proven experience in process design, improvement, and governance across Incident, Problem, Change, and Service Level Management.