Sr. Engineer - Service Management

As an experienced professional in IT Service Management, you will play a crucial role in Hitachi Digital by owning, designing, and implementing IT Service Management processes aligned with global standards and business objectives. Your responsibilities will include: - Owning, designing, and implementing ITSM processes, ensuring alignment with global standards and business objectives. - Defining, documenting, and maintaining ITSM processes following best practices like ITIL. - Continuously reviewing and improving processes based on feedback and operational performance. - Acting as the key contact for process-related queries, issues, and escalations. - Managing major incidents, changes, and problems according to established processes. - Collaborating with IT teams and stakeholders for consistent global process implementation. - Providing regular or on-demand reports to management and stakeholders. In addition to the above, you will also be involved in business analysis by working closely with IT teams, management, and customers to gather and document requirements for ITSM processes, ensuring they meet organizational needs. You will translate business needs into actionable requirements for process enhancements and system configurations. Your qualifications and skills should include: - Bachelor's degree in Information Technology or a related field. - 3-5 years of experience in IT Service Management and end-user support roles, with 2-3 years in process ownership or business analysis. - Deep understanding of ITIL processes and practical experience in key ITSM processes. - Strong experience with ITSM tools such as Jira Service Management, ServiceNow, or other platforms. - ITIL v4 Foundation certification. - Strong analytical skills for assessing process performance and identifying improvement opportunities. - Excellent interpersonal and communication skills for working with global stakeholders. - Upper Intermediate or higher proficiency in English. You will also contribute to process improvement and optimization by monitoring performance metrics, proposing and implementing improvements, and leading automation initiatives. Your role will involve stakeholder management, tool and technology alignment, and ensuring transparency in process performance. In addition to your role-specific responsibilities, Hitachi Digital offers a diverse and inclusive work environment where you can be part of a global team working on projects with real-world impact. As a member of Hitachi, you will have access to equal opportunities for growth and success, contributing to the company's commitment to diversity and inclusion.,