Job Title: IT Service Management (ITSM) Process Coordinator
This role plays a vital part in supporting and enhancing IT service processes across change management, problem management, release management, and configuration management.
Main Responsibilities:
* Provide technical direction and guidance on daily IT service management activities, ensuring alignment with best practice frameworks.
* Develop, test, and coordinate changes to the ITSM toolset, engaging stakeholders and ensuring documentation and standards are up-to-date.
* Seek feedback and conduct research and analysis to identify improvement opportunities and provide advice to management and system owners.
* Work to agreed Service Level Agreements (SLAs) and maintain effective relationships with internal and external stakeholders.
Requirements:
* A current ITIL Foundation Certificate or demonstrated practical experience in Change, Major Incident, Problem, and Configuration Management processes (preferably within ServiceNow).
* Proven ability to engage people when providing technical support and collaborate with your team to achieve goals.
* Sound written, verbal, and interpersonal skills with the ability to build rapport and maintain a strong customer service focus.
* Strong conceptual and analytical abilities to assess complex issues and recommend effective solutions and improvements.