Deep Itsm Process Expertise

Description:

* Deep ITSM Process Expertise: Minimum 7+ years of significant hands-on experience and deep functional knowledge specifically within Incident Management, Change Management/Enablement, and Release Management in complex enterprise IT environments.

* ITIL Framework: Strong understanding and practical application experience of the ITIL framework, with a clear preference for ITIL 4 knowledge and certifications (ITIL 4 Foundation minimum; ITIL 4 Managing Professional or relevant Specialist modules highly desirable).

* Process Improvement & Design: Proven ability to analyze ITSM processes, identify improvement opportunities, and contribute to the design of optimized workflows. Experience with process mapping techniques.

* ITSM Tooling Experience: Significant experience working with and configuring major ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy/Helix, Cherwell) specifically for Incident, Change, and Release modules.

* Metrics & Analysis: Experience in defining, implementing, and analyzing ITSM KPIs and metrics for these specific process areas to drive insights and improvements.

* Assessment & Consulting Skills: Demonstrable experience conducting process assessments, maturity evaluations, or similar consulting engagements focused on ITSM.

* Stakeholder Management: Excellent interpersonal skills with the ability to effectively interview, facilitate workshops, and manage relationships with diverse stakeholders (technical teams, process owners, management).

* Communication: Strong written and verbal communication skills, capable of producing high-quality documentation and presenting complex information clearly and persuasively.

* Analytical Thinking: Strong analytical and critical thinking skills to evaluate processes objectively and identify root causes.

Qualifications:
* Relevant third-level qualification or equivalent professional experience.
* Essential: Strong ITIL v3 Expert or, preferably, ITIL 4 Managing Professional / Strategic Leader (or multiple relevant ITIL 4 Specialist certifications).
* Verifiable track record of working deeply within Incident, Change, and Release * Management functions and driving improvements.