ITIL Specialist 26O25

An ITIL Specialist plays a critical role in ensuring the effective delivery of IT services within an organization. By leveraging the ITIL framework, the specialist focuses on aligning IT services with business needs, ensuring that processes are efficient, reliable, and continually improved. The role involves deep expertise in ITIL processes, including incident management, change management, problem management, and service desk operations. The ITIL Specialist collaborates with various departments to oversee the lifecycle of IT services and aims to enhance user experience while reducing operational risks. This professional is a key player in bridging the gap between IT and business objectives, ensuring that technological solutions are not only efficient but also sustainable and cost-effective.

Responsibilities

• Develop and implement ITIL processes to improve overall service delivery effectiveness.
• Coordinate with different departments to ensure alignment of IT services with business needs.
• Manage the incident management process to ensure prompt resolution of IT issues.
• Oversee change management activities to minimize disruption during system updates.
• Conduct root cause analysis as part of the problem management process for continuous improvement.
• Monitor and report on key performance indicators related to IT services and operations.
• Facilitate regular service review meetings with stakeholders to discuss performance and improvements.
• Ensure compliance with ITIL best practices and organizational policies in service management.
• Provide training and guidance to IT staff on ITIL processes and procedures.
• Collaborate on the development of ITIL-compliant tools and technologies for service management.
• Evaluate new ITIL methodologies and frameworks to enhance existing IT service strategies.
• Drive continuous service improvement initiatives to enhance service quality and customer satisfaction.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 3 years of experience in an ITIL-focused role within IT service management.
• ITIL Foundation certification is required, with additional ITIL certifications a plus.
• Strong knowledge of ITIL processes such as incident, problem, and change management.
• Excellent communication and interpersonal skills to liaise with stakeholders effectively.
• Demonstrated ability to drive process improvement and achieve operational efficiencies.
• Experience with IT service management tools and platforms, such as ServiceNow or Cherwell.