> ITSM Tool Administration:

• Proficiently administer and manage ITSM tools such as ServiceNow and HP Service Manager.
• Ensure the effective utilization and configuration of ITSM tools to support service delivery processes.

> Service Level Management (SLM):

• Conduct periodic assessments and reviews of the entire Service Level Management process.
• Monitor and enforce adherence to service level agreements (SLAs) and key performance indicators (KPIs).

> Record Management:

• Ensure accuracy and completeness of request, incident, problem, and change records from creation to closure.
• Implement measures to improve data accuracy and integrity within IT service management processes.

> Operational Workflows and Documentation:

• Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to both IT and business customers.
• Continuously improve documentation to enhance the efficiency of IT service delivery.

> Major Incident Management:

• Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines, and troubleshooting steps taken.
• Contribute to post-incident reviews and implement corrective actions to prevent recurrence.
• Change Management:
• Coordinate planned change windows, ensuring proper communication and documentation.
• Log and analyze the results of change implementation, providing insights for continuous improvement.

> Additional Benefits:

• Manage and communicate additional benefits packages, including generous annual leave, insurance cover, and other perks.
• Contribute to the overall employee experience by promoting a positive work environment.

> Global Operation:

• Seize the opportunity to join a global operation ranked as the number one industry leader in their field.
• Collaborate with international teams and contribute to the success of a diverse and innovative organization.

> Work Environment:

• Be based in modern offices equipped with state-of-the-art facilities, fostering a conducive and collaborative work environment.
• If you are a dedicated IT professional with a passion for service excellence and process improvement, we invite you to apply and become a key contributor to our success.

Who we are looking for?

• Self-starter who will take new initiatives and improve existing business processes.
• 2+ years of experience with at least 1 years of hands-on experience as ITSM analyst.
• Ability to lead, motivate and influence teams particularly in complex and challenging environments.
• Understanding of data flows in upstream and downstream systems.
• Experience of working in Scrum & Agile environments.
• High level of ITIL knowledge, at least having ITIL V3/4 Foundation.
• Ability to plan and execute deployment activities at the team level.
• Understanding of Operational Service SLAs, Service Catalogues, Service metrics and monitoring.
• Comprehensive understanding of ServiceNow or any ITIL based service call logging system.
• Must have strong interpersonal skills, proficiency in the English language, excellent written and verbal communication skills required.