Senior IT Service Management; ITSM Specialist

Overview

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 maintains operational stability, drives continuous improvement, and ensures effective delivery of IT services across the organization. The position provides functional input into the direction and guidance of the ITSM platform, Fresh service, helping to drive innovation, workflow design, automation, reporting, and best-practice configuration to support current and future IT service processes, especially around incident, problem, and change management.

This role collaborates closely with the IT Help Desk Manager and IT Organizational Change Manager to ensure consistent, timely, and effective communication and awareness of critical system outages and system change activities. A broad knowledge of ITIL best practices and process improvement methodologies is required.

• Serve as the primary subject-matter expert for Problem Management, including root cause analysis (RCA), long-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.

• Serve as the subject-matter expert for the Fresh service incident, problem, and change management modules, working closely with the Fresh service 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 Fresh service configuration with industry best practices and organizational needs.
• Collaborate with Fresh service support for troubleshooting, platform updates, and enhancements.
• Help drive Fresh service reporting and analytics, enabling visibility into KPIs, SLA compliance, trends, and operational performance.
• Manage change lifecycle within Fresh service, including CAB approvals, risk assessments, and rollout/backout plans.

• Analyze operational metrics to identify trends, chronic issues, and opportunities for process improvement.
• Lead and facilitate RCA sessions, problem review meetings, and post-implementation reviews (PIRs).
• Recommend and implement process improvements that enhance service reliability and reduce manual effort.
• Promote and reinforce ITSM standards across the IT organization.
• Provide training, guidance, and support for IT teams on incident, problem, and change processes and Fresh service usage.

• Work closely with Infrastructure, Application Delivery, Business Engagement, Cybersecurity, and Support teams to ensure smooth execution of IT system changes and problem resolutions.
• Liaise with business stakeholders to improve service experience and transparency.
• Oversee and lead CAB (Change Advisory Board) meetings as required.
• Partner with the IT Organizational Change Manager to design and execute communication strategies for major outages and high-impact changes.
• Facilitate stakeholder engagement and training sessions to promote adoption of new processes and tools.

• Bachelor’s degree in Information Technology, Business Administration, or related field strongly preferred and 6 years relevant experience
• OR 8 years relevant experience
• 7+ years of experience in IT Service Management (ITSM) with a focus on incident, problem, and change management strongly preferred
• Strong knowledge of ITIL framework and ITSM best practices; ITIL certification is desirable.
• Experience with Service Now,…