ITSM Process Strategist

2 weeks ago

Bengaluru, Karnataka, India arm limited Full time

Job Overview:

At Arm Limited, we are seeking a highly skilled ITSM Process Specialist to join our team. This role will focus on designing, implementing, and running Service Management processes to ensure they align with Enterprise IT and Arm objectives and ITIL best practices.

Key Responsibilities:

  • Develop and implement ITSM processes, acting as process manager for multiple ITSM processes including knowledge, incident, problem, and request.
  • Ensure ITSM processes are documented, communicated, published, and understood across the IT organization.
  • Monitor and measure the performance of ITSM processes aligned with service level agreements and performance indicators defined.
  • Lead process review meetings and workshops to gather feedback and drive continuous improvement.
  • Assure process compliance with regulations, standards, and policies aligned with the organization's requirements.
  • Establish and implement governance frameworks and adherence to defined processes.
  • Conduct regular audits to assess process compliance and identify areas for improvement.
  • Ensure continued understanding and awareness of service (ITSM/ITIL) objectives and metrics within the IT community, working closely with, and gaining trust across all service teams and operational teams.
  • Act as a point of contact for ITSM process-related enquiries, providing mentorship and support as needed.
  • Facilitate teamwork and communication between IT teams ensuring seamless process integration and execution. Develop and deliver training programs across IT.
  • Champion a culture of quality and excellence within the organization.
  • Analyse process data to identify trends, issues, and opportunities and present findings and recommendations to senior management.

Requirements:

  • At least 5 years' experience in a similar role in an IT environment – service management or process management.
  • ITIL V4 foundation qualification.
  • Experienced in coordinating and leading Major Incidents.
  • Understanding of ITIL principles related to ITSM processes with detailed understanding of best practices.
  • Strong analytical and problem-solving skills.
  • Good negotiation, influencing, and communication skills being able to collaborate effectively across all levels.
  • Excellent interpersonal skills, self-motivated, and able to work both independently and as part of a team.
  • Capable of understanding stakeholder requirements and accurately identifying the service, urgency, impact, and priority. Confirmed knowledge of all aspects of IT teams and subject areas, such as software, infrastructure, cloud, and mobile.

Estimated Salary Range:

$85,000 - $110,000 per annum, depending on location and experience.

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