ITSM Process Owner

Key Responsibilities

Manage and implement ITSM processes (Incident, Problem, Change, Service Request, CMDB, etc.)

Ensure compliance with ITIL best practices across the organization

Work closely with cross-functional teams to streamline and enhance service management workflows

Monitor and report KPIs, SLAs, and service performance

Lead root cause analysis and continuous improvement initiatives

Support configuration and administration of ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)

Create and maintain documentation for ITSM processes and procedures

Requirements

• 5+ years of experience in IT Service Management
• Strong understanding of ITIL framework (ITIL certification preferred)
• Hands-on experience with ITSM tools such as ServiceNow, Remedy, or equivalent
• Excellent analytical, communication, and stakeholder management skills
• Ability to manage multiple tasks and drive process improvements
• Maintain records of the conversations with the customer and analyze the data.
• Handling customer queries on Chat and E-mails.