Requirements:

Diploma or Degree in Information technology qualification
6 years working experience in IT Service management
Strong technical knowledge in ITSM tools, incident, problem and change enablement
Excellent analytical and problem-solving skills
ServiceNow certifications (ITSM fundamentals, CSDM, CMDB).
Team-Player (working in an international environment and team).
Extensive experience with configuring, administering, and supporting large enterprise IT Service Management (ITSM) platforms and solutions like ServiceNow, BMC Remedy Helix.
Proficient in implement, maintaining and continuous improvement of IT Service Management processes and practices.
Extensive ServiceNow experience with specific focus on IT Service Management Change Enablement module
Capable of providing training as a subject matter expert (SME) and provide input on knowledge sharing sessions to key stakeholders.
Collaborate closely with cross-functional teams, IT Professionals and stakeholders to ensure service quality and align IT services with business objectives

Duties:

Perform the role of subject matter expert (SME) on ITSM related topics:
ITSM processes, foundation data, governance, and measurements.
Creating and updating documentation of user guides and guidelines including operations manuals.
Submitting, updating, and maintaining knowledge articles related to key topics included in the scope of services supported.
Analyse KPIs to identify trends and areas requiring attention.
Conducting IT service quality assurance, monitoring, and analyzing performance issues to ensure service standards.
Supporting IT governance and audit requirements to maintain compliance and operational integrity.
Providing different levels of support, managing incidents, and ensuring continuous operation of IT services.
Focusing on continual service improvement to enhance service delivery and process efficiency.
Interacting with clients such as IT service consumers, suppliers, and users to maintain service quality and manage relationships.

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