We are seeking a Certified ITIL professional with over 8+ years of experience in ITIL aligned process efforts from design to implementation, operations and service improvement. As a valued team member, this position will focus on utilizing best practice IT Service Management tools and methodologies to develop effective solutions to support IT operational efficiencies and controls.

• Process design on ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management, Asset Management , Service Desk, Service Level Management
• Facilitate deep dive workshops for Service Operational & Transition processes like Incident, Service request fulfillment and management, problem management, change, configuration and Knowledge management to ensure a seamless and adequate transition
• Responsible for eliciting and documenting business and technical requirements as part of discovery assessment
• Responsible for developing workflows and storyboards that accurately map back to documented business & ITSM requirements
• Provide solution / design demos to stakeholders on developed solutions and obtain feedback to improve business processes
• Responsible for establishing performance metrics and reporting across all ITSM disciplines
• Work with product owners, stakeholders and the ITSM team to prioritize, plan and execute work while balancing technical enhancements, tech debt management and new feature development 
• Technically advise and provide feedback on solutions and decisions, making sure they align with the strategic vision  

• 8+ years of experience conducting assessments, designing processes, maintaining and implementing service management solutions
• Expertise working with Atlassian Service Manager and/or Jira Service Desk ITSM tooling
• ITIL Foundation Certificate (MP+)
• Experience leading large IT process improvement projects
• Ability to think effectively at conceptual, strategic, and tactical levels, with a strong process mindset focused on ITIL / ITSM