Senior IT Support Specialist (ITSM)

• Define, implement, manage, and continually improve ITSM processes, including, but not limited to, Change Management, Incident Management, Problem Management, Knowledge Management, Service Request Management, and Service Asset and Configuration Management, ensuring alignment with ITIL best practices and business objectives.
• Serving as the subject matter expert, create and update ITSM process documentation, including but not limited to policy and process documents, user guides and training materials. Provide training to Rocketeers on ITSM disciplines.
• Measure and report on the effectiveness of ITSM processes using key performance indicators, trend analysis, gap analysis and auditing practices to develop a continuous service improvement plan. Prepare and present the required management information reporting in a timely fashion. Enable visualisation of raw data to support strategic decision-making.
• Establish governance mechanisms to ensure compliance, traceability, and accountability across the ITSM processes managed.
• Collaborate with stakeholders, both internal and external to IT, to gather feedback, understand their requirements for service improvement, and take appropriate actions.
• Establish and cultivate collaborative and professional relationships between EUX, the broader IT Team and Rocketeers. Be an advocate for Rocketeers within IT to ensure that their needs and expectations are understood and met regarding the ITSM processes.
• Act responsibly and diligently to protect the Rockets brand, reputation, and customers by adhering to all Information Security policies and processes.

Five (5) to eight (8) years of experience in ITSM process analysis with expertise in the ITSM processes listed below, preferably in a large enterprise organisation with a demonstrated pattern of increasing knowledge and responsibility.

• Incident Management
• Change Management
• Problem Management
• Knowledge Management
• Service Request Management
• Service Asset and Configuration Management

• Experience conducting process gap analysis and aligning practices with modern ITSM standards.
• Strong experience with metrics definition and KPI tracking within ITSM processes.
• Proven ability to define governance models and enforce role clarity across cross-functional teams.
• Strong troubleshooting and problem-solving skills with the ability to innovate and think out of the box while paying attention to detail.
• Outstanding interpersonal skills, including communication, presentation, and emotional intelligence. Strong stakeholder engagement and training delivery skills.
• ITSM Certification ITIL Foundation required
• Experience working in a culturally and geographically diverse team in a rapidly changing environment.

• Advanced ITIL certifications
• Microsoft 365 (Excel, PowerPoint)
• Jira Service Management
• Six Sigma Green Belt

• Degree preferred