Senior ITSM Specialist

- Serve as the main subject-matter expert for Problem Management, including root cause analysis, long-term solutions, and trend reporting - Oversee the Change Management process for the Information Systems department, ensuring thorough risk assessment, scheduling coordination, and compliance with CAB guidelines - Identify and address recurring incidents to minimize service disruptions - Create and maintain documentation, workflows, and standard operating procedures related to incident, problem, and change management - Collaborate with other Information Systems teams to facilitate effective escalation paths and problem identification - Act as the expert on Freshservice for incident, problem, and change management modules, working alongside the system owner - Design and enhance workflows, automations, service level agreements, and approval processes within Freshservice - Develop and uphold service request forms, knowledge base articles, and ticket workflows - Ensure Freshservice functionality aligns with industry standards and internal requirements - Work closely with Freshservice support for troubleshooting and system enhancements - Drive Freshservice reporting and analytics to showcase KPIs, SLA compliance, trends, and operational performance - Manage the change lifecycle within Freshservice, including CAB approvals and risk assessments - Analyze operational metrics to identify chronic issues and opportunities for improvement - Lead root cause analysis sessions and post-implementation reviews - Recommend and implement enhancements to bolster service reliability and reduce manual tasks - Advocate for ITSM standards across the IT organization - Provide training and support to IT teams on incident, problem, and change processes and Freshservice use - Collaborate with cross-functional teams to ensure effective execution of IT system changes and problem resolution - Maintain communication with business stakeholders to enhance service experience and visibility - Conduct CAB meetings as necessary - Partner with the IT Organizational Change Manager to plan and execute communication strategies for significant outages and impactful changes - Facilitate stakeholder engagement and training sessions for new processes and tools.