Senior Specialist - Service Management (CPX)

Overview

The Analyst – Service Management holds an essential role in optimizing and enhancing ITSM processes, policies, and guidelines. They ensure operational documentation meets quality standards and assist in periodic reviews to identify improvement opportunities.

The Specialist manages end-to-end service management operations efficiently. They conduct impact analysis, assess changes, handle major incidents, and ensure all stakeholders are well-prepared for all ITSM process adherence.

Responsibilities

• Directly or indirectly participate in the preparation and improvement of ITSM process, policies, procedures, and guidelines
• Ensure operational documentation meets completeness and quality thresholds
• Support the Service Owners to perform a periodic review of the processes and identify improvement opportunities
• Monitor and report on Process performance
• Support the Service Managers to ensure the process and its policies, procedures, and guidelines are in place and conduct awareness
• Guide the team to follow all policies, procedures, and ITIL standards
• Manage the end to end Service Management lifecycle effectively and efficiently in day-to-day operations
• Conduct impact analysis and perform change assessment, run CAB, PAB, Root Cause Analysis (RCA), and major incident management
• Govern the Knowledge Management Process for document quality, completeness, and relevance
• Evaluate and ensure all parties' readiness (End Users, Suppliers, Business, Technical Teams) for handovers and acceptance
• Conduct and verify Post Implementation Reviews (PIR), investigating issues arising from a change implementation
• Track and report issues, incidents, problems, and unauthorized changes
• Ensure that stakeholders are kept up to date and that they are properly following the process.
  
  

Skills/Certifications (Technical & Non-Technical)

• ITIL v3 Foundation or higher
• ITIL Service Operations
• Good verbal and written communication
• Flexibility and adaptability
• Attention to details
• Problem-solving
• Analytical thinking
• Accountability and responsibility
• Punctuality and attendance
• Organization
• Teamwork
  
  

Minimum Work Experience : -

0 to 4 Years of Relevant Experience

Education : -

Bachelors in Computer Science, Computer Engineering, Information Technology, Information Systems or Equivalent.