ITIL Specialist 24D25

The ITIL Specialist is a critical role within any organization, responsible for ensuring that IT services are aligned with the needs of the business and delivered in a cost-effective manner. This position requires in-depth knowledge of ITIL frameworks to manage and implement IT service processes efficiently. The ITIL Specialist works closely with IT and business teams to streamline operations, implement best practices, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in IT service management, excellent problem-solving skills, and the ability to manage multiple projects simultaneously. They must also possess the necessary communication skills to translate technical information into business value, fostering collaboration among different departments. The ITIL Specialist plays a vital role in optimizing service delivery and contributing to the organization's overall success.

Responsibilities

• Implement and manage ITIL best practices to optimize IT service management activities.
• Collaborate with IT and business teams to ensure alignment of IT services with business needs.
• Conduct regular audits and assessments to ensure compliance with ITIL standards.
• Identify areas for process improvement and implement solutions for enhanced efficiency.
• Provide training and support to IT staff on ITIL processes and frameworks.
• Develop and maintain detailed documentation of ITIL processes and service agreements.
• Lead incident and problem management efforts to minimize service disruptions.
• Analyze service performance metrics and prepare reports for management review.
• Facilitate change management processes to reduce risk and impact on business operations.
• Ensure that service level agreements (SLAs) are met consistently and improved as needed.
• Coordinate with vendors and third-party service providers to ensure effective service delivery.
• Drive continuous improvement initiatives for IT services and processes within the organization.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of 3 years of experience in an ITIL-focused role within an organization.
• Strong understanding of ITIL v3 or v4 frameworks and service management principles.
• Excellent analytical and problem-solving skills with a focus on process improvement.
• Proven ability to manage multiple projects and meet tight deadlines effectively.
• Exceptional communication skills to interact with technical and non-technical stakeholders.
• ITIL certification is highly preferred for consideration in this role.
• Experience leading cross-functional teams and driving service management initiatives.
• Familiarity with service management software and tools is an advantage.