• Identify gaps and inefficiencies in current IT operations and drive process improvements in collaboration with IT teams (Helpdesk, IT Support, Infrastructure, Applications).
• Contribute to the evolution of the ITSM strategy in alignment with organizational goals.
• Perform root cause analysis and evaluate solutions using ITIL best practices while balancing technical and business constraints.
• Engage required resources to execute improvements through to completion.
• Document lessons learned and promote ongoing improvements via Problem, Change, and Knowledge Management.
• Own Knowledge Management documentation, including reviewing, updating, formatting, and publishing knowledge base articles.
• Lead workshops to align business and technical requirements.
• Support the design and implementation of ServiceNow capabilities and integrations, including CMDB, Service Mapping, and Request Management.
• Train and support users impacted by process changes.

• Implement and operate a structured Problem Management process in partnership with the ITSM Manager.
• Identify, document, and track systemic and recurring issues.
• Prioritize corrective actions and ensure high-priority problems remain visible and actively managed.

• Measure service quality and process compliance, recommending and implementing new metrics as needed.
• Draft and authorize planned and emergency IT communications for targeted audiences.
• Create and maintain IT workflows, knowledge documents, reports, portal content, and customer-facing communications.
• Maintain and update ServiceNow knowledge base content.
• Partner with IT leadership to align SLAs and support activities with business needs.
• Prepare presentations and executive summaries related to major incident management.

• Chair the weekly Infrastructure Change Advisory Board (CAB) as a backup to the CAB Manager and measure process compliance.
• Facilitate major incident bridges, ensuring accurate documentation of attendees, timelines, and diagnostic actions.
• Analyze trends and patterns across Incident, Problem, Request, and Change Management.
• Ensure adherence to company policies for issue engagement, communication, and resolution.
• Participate in a 24x7 on-call rotation as a secondary/tertiary point of contact for high-priority incidents.

• Bachelor’s degree in Computer Science, Information Technology, Business, Engineering, Project Management, Service Management, or a related field.
• Minimum
  3 years of IT Service Management experience.
• Hands-on experience working within an
  ITIL/ITSM-aligned organization.
• ServiceNow experience
  (strongly preferred).
• Strong technical foundation with a working understanding of IT infrastructure, applications, and databases.
• Excellent analytical, critical thinking, and decision-making skills.
• Highly process-oriented with strong attention to detail and follow-through.
• Proven ability to work autonomously and demonstrate leadership.
• Strong problem-solving and root cause analysis capabilities.
• Excellent interpersonal skills with the confidence to hold stakeholders accountable.
• Experience with Microsoft Visio or similar tools.
• Advanced Microsoft Excel skills, particularly for reporting and data analysis.
• Ability to manage multiple initiatives simultaneously.
• Exceptional written and verbal communication skills, with the ability to engage all organizational levels.
• Willingness to obtain one or more certifications within the first 60 days (e.g., ITIL 4 Foundation+, ServiceNow CSA, Six Sigma Green Belt+).

• The opportunity to play a key role in shaping and maturing enterprise ITSM practices.
• Exposure to senior IT leadership and business stakeholders.
• A collaborative, improvement-focused work environment.
• Competitive compensation and benefits package.
• Professional development and certification support.
• A role with real impact on service quality, user experience, and business outcomes.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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This posting is not for an existing vacancy with the organization.

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