Senior IT Service Management (ITSM) Specialist

Responsibilities

The Senior IT Service Management (ITSM) Specialist serves as a subject-matter expert (SME) responsible for governing, optimizing, and executing IT processes with a primary focus on Incident Management, Problem Management, Change Management, and overall IT service quality improvements.

This role plays a central part in maintaining operational stability, driving continuous improvement, and ensuring effective delivery of IT services across the organization.

This position also provides functional input into the direction and guidance of the ITSM platform, Freshservice, helping to drive innovation, workflow design, automation, reporting, and best practice configuration to ensure the platform supports both current and future IT service processes, especially around incident, problem, and change management.-practice

This role will also collaborate closely with the IT Help Desk Manager & IT Organizational Change Manager to ensure consistent, timely, and effective communication and awareness of critical system outages and system change activities.

The position requires broad knowledge of ITIL best practices and process improvement methodologies.

Key Responsibilities:

ITSM Process Ownership & Execution


* Serve as the primary subject-matter expert for Problem Management, including root cause analysis (RCA), long term corrective actions, and trend reporting.-term corrective actions, and trend reporting.


* Govern the Change Management process across the Information Systems department, ensuring proper risk/impact assessment, scheduling coordination, and adherence to CAB guidelines.


* Identify recurring incidents and proactively drive improvements to reduce service disruptions.


* Develop, maintain, and refine process documentation, workflows, and standard operating procedures around incident, problem, and change management.


* Partner with other Information Systems teams to ensure smooth escalation paths and effective problem identification.

Freshservice Platform


* Serve as the subject matter expert for the Freshservice incident, problem, & change management modules, working closely with the Freshservice system owner.


* Design and optimize workflows, automations, SLAs, and approval chains.


* Help build and maintain service request forms, knowledge base articles, and ticket workflows.


* Ensure alignment of Freshservice configuration with industry best practices and organizational needs.


* Collaborate with Freshservice support for troubleshooting, platform updates, and enhancements.


* Help drive Freshservice reporting and analytics, enabling visibility into KPIs, SLA compliance, trends, and operational performance.


* Manage change lifecycle within Freshservice, including CAB approvals, risk assessments, and rollout/backout plans.

Service Quality & Continuous Improvement


* Analyze operational metrics to identify trends, chronic issues, and opportunities for process improvemen...