Job Description:

The ITSM Incident, Problem, and Change Request Coordinator will be responsible for managing and overseeing the incident, problem, and change request management processes within the IT Service Management (ITSM) framework. The successful candidate will ensure that these processes are effectively implemented, optimised, and aligned with business objectives and provide high quality service delivery and improve customer satisfaction.

Key Responsibilities:

Incident Management

• Govern the Incident Management process, including coordination of major incidents.
• Coordinate timely escalation, communication and broadcasting for major incidents to stakeholders and affected users.
• Ensure restorations are verified prior to major incident closure, and that validation steps are completed.
• Track and remediate aging incident tickets.

Problem Management

• Govern the Problem Management process, including proactive detection and escalation of potential issues.
• Analyze incident trends to identify anomalies and emerging issues early and translate findings into prioritized problem investigations.
• Lead root cause analysis activities and ensure timely implementation of corrective and preventive actions.
• Track and report problem ticket, status of actions, and measures of effectiveness.

Change Management

• Act as the point of contact for day-to-day process queries and change related support.
• Use ticket platform to monitor, track, and escalate changes.
• Conduct pre-CAB validation for major change submissions, confirming documentation completeness, implementation plans and required approvals.
• Review and follow up on emergency changes and major changes.
• Track and remediate aging change tickets.
• Notify process participants when standards or procedures are not being followed.
• Maintain change related documentation.

Key Requirements:

• At least 5 years of relevant industry experience, including 2+ years focused on ITSM incident, problem and change management.
• Strong working knowledge of ITIL principles and ITSM best practices.
• Hands on experience with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management.
• Ability to analyse complex problems and identify actionable timely solutions.
• Excellent verbal and written communication and interpersonal skills; able to work effectively with technical and non-technical stakeholders.
• Ability to work under pressure and manage multiple priorities simultaneously.
• ITIL Foundation certification or higher is preferred.

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