ITIL Process Improvement Specialist
24 hours ago
HIC Global Solutions is seeking an experienced ITIL Process Improvement Specialist to join our team. As a key member of our Service Management department, you will be responsible for designing, implementing, and supporting ITIL 4 based processes for various IT services.
About the Role
In this role, you will contribute to process transformations and improvements using industry best practices and techniques. Your main duties will include responding to global queries related to ways of working of established processes - Incident, Problem, Change and Request management, contributing to adoption of Service Management processes across all teams, performing process workflow testing on Service management tools, managing and measuring process compliance against defined processes and policies, conducting Process audits, sharing Audit reports and tracking findings to closure, and collaborating with multiple stakeholders across cultures and geographies.
Key Responsibilities
Design, implement, and support ITIL 4 based processes for various IT services
* Contribute to process transformations and improvements using industry best practices and techniques
* Respond to global queries related to ways of working of established processes - Incident, Problem, Change and Request management
* Contribute to adoption of Service Management processes across all teams
* Perform process workflow testing on Service management tools
* Manage and measure process compliance against defined processes and policies
* Conduct Process audits, share Audit reports and track findings to closure
* Collaborate with multiple stakeholders across cultures and geographies
Qualifications and Skills
To be successful in this role, you should have the following skills and certifications:
ITIL 4 certified
* Internal Auditor for ISO 20000
* Advanced knowledge of Service Management ticketing tools
* Good knowledge of Service Level Agreements and process KPIs
* Proficient in Microsoft Visio and Microsoft Excel
* Excellent communication and analytical skills
* Ability to work independently and as part of a team
* Proficiency in using Micro Focus SMAX ITSM platform or similar ITSM tools
Salary Estimate
The salary for this role is approximately $90,000 per year, depending on location and experience.
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