ITIL Specialist 09M26

As an ITIL Specialist, you play a crucial role in bridging the gap between IT services and the needs of the business. You will leverage your comprehensive understanding of the IT Infrastructure Library (ITIL) framework to streamline IT service management processes, ensuring that services align with business goals and are delivered efficiently. Your expertise will be pivotal in developing and managing service-level agreements (SLAs) and promoting continual service improvement. This position requires an analytical mindset, excellent problem-solving skills, and the ability to communicate effectively with various stakeholders. You will be an integral part of a dynamic team focused on increasing operational efficiencies, reducing IT costs, and ensuring best practices are adhered to throughout the organization’s IT lifecycle.

Responsibilities

• Implement ITIL-based service management practices to enhance service delivery.
• Define, document, and maintain service-level agreements and operational guidelines.
• Monitor and manage IT service performance against established service-level agreements.
• Develop strategies for continual service improvement to optimize IT processes.
• Facilitate communication between IT teams and business stakeholders for alignment.
• Conduct regular reviews and audits of IT processes to ensure compliance and efficiency.
• Provide training and support on ITIL processes to internal teams and staff.
• Identify, assess, and manage risks associated with IT service delivery.
• Create and maintain comprehensive documentation of ITIL processes and procedures.
• Liaise with third-party providers to ensure effective service integration and management.
• Analyze incidents and service requests to identify trends for improvement initiatives.
• Support the development of disaster recovery and business continuity plans.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Professional certification in ITIL, preferably at Intermediate or Expert level.
• Minimum of 3 years’ experience with ITIL-based service management roles.
• Demonstrated ability to manage multiple projects and deliverables concurrently.
• Exceptional analytical and problem-solving skills, with attention to detail.
• Strong verbal and written communication skills for diverse audiences.
• Experience with IT service management tools and platforms, such as ServiceNow.