ITSM Specialist (Incident, Problem and Knowledge Management)

Responsibilities

• Ownership of Incident Management (IM), Problem Management (PM) and Knowledge Management (KM) processes in terms of guidelines, standards, policies and changes  
• Define and maintain the Incident Management, Problem Management and Knowledge Management process and procedures, and ensure they are properly established and followed by all Cloud teams  
• Facilitate Major Incident Management through its lifecycle  
• Ensure incident trends are analysed and relevant action taken for resolution 
• Ensure that the knowledge articles, known errors, workarounds, resolution are documented in the knowledge database for future reference 
• Monitor efficiency of Incident, Problem and Knowledge Management process through KPIs 
• Ensure effectiveness of Incident Management, Problem Management and Knowledge Management process, and make recommendations for improvement 
• Produce appropriate management information to report Incident, Problem and Knowledge Management performance 
• Review integration issues between the various processes and make appropriate recommendations 
• Ensuring post-review of priority 1 incidents to evaluate the response and recovery efforts  
• Chairing the incident and problem review meetings and provide recommendations to improve the process  
• Following defined escalation path when needed, as defined in the escalation policy 
• Rerouting misdirected incidents that have not been handled in a timely manner 
• Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion 
• Identifying incidents which need special attention or escalation 
• Perform internal or external audits of the process. This includes formal audit exercises against a defined standard 
• Point of contact for all Major Incidents 
• Create awareness in the organization of the principles of knowledge management and how they can impact the performance of the organization. 
• Work with leadership to establish KM as a priority business lever for the organization and develop means to legitimize and motivate the seeking and sharing of knowledge 
• Work to ensure appropriate IT enablers for knowledge management 
• Identify the individuals in the organization with knowledge in specific areas which are critical to the performance of the organization and enrol them in the process of managing that knowledge 
• Coach the Team in the use of KM processes and tools 
• Facilitate Knowledge Management strategic planning & knowledge transfer sessions 
• Plan, develop, stand up, support, and promote collaborative tools and techniques such as communities of practice to facilitate sharing of ideas and work among internal teams and external partners 
• Monitor the effectiveness, maintenance and use of the IT tools and systems as they apply to KM, and implement improvements 
• Ensures post-review of major problems to evaluate the efforts for identifying RCA and resolution 
• Ensures reactive and proactive management of IT problems and known errors  
• Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems 
• Perform root cause analysis of incident trends and identify permanent resolution for its fix  
• Owns the Known Error Database and ensures its maintenance 
• Carries out the Process Manager responsibilities for the Incident and Problem Management process 
• Using Problem techniques in order to minimize the Known Error 
• Establish working relationships with relevant internal stakeholders 
• Collect feedback from internal stakeholders on issues being faced and other requirements 
• Contribute to the preparation of progress reports directed to all relevant stakeholders to keep them informed of progress 

Requirements

• A bachelor’s degree in IT or equivalent is required 
• Certified in ITIL Foundation is required and Intermediate/Specialistis a strong plus  
• 5+ years of IT Service Management experience in process design and process execution (primarily on Incident, Problem and Knowledge Management) 
• Experience in IT Operations  
• Strong knowledge of ITIL framework 
• Excellent communication skills 
• Knowledge of technologies supporting IT service management processes (ITSM Tools) 
• Experience with ServiceNow platform is a strong plus 

Additional Skills (Good to have)

• Experience with SLA design and monitoring 
• Understanding of DevOps practices and how they intersect with ITSM 
• Experience with vendor management processes 
• Familiarity with IT governance frameworks (COBIT, ISO 20000) 
• Experience with survey tools and customer satisfaction measurement