Job Description – ITSM Process Specialist (L2/L3) – MIM / Problem / Change / Request Management

Role Overview

The ITSM Process Specialist is responsible for end-to-end execution, governance, and continuous improvement of ITSM processes, including:

- Major Incident Management (MIM)

- Problem Management

- Change Management

- Request Fulfilment

This role ensures service stability, process compliance, faster resolution, and improved service quality, while acting as a bridge between operations teams and client stakeholders.

Key Responsibilities

1. Major Incident Management (MIM) – Critical Function

- Lead and manage P1/P2 incidents end-to-end

- Drive:

- Incident bridge calls

- Coordination across technical teams (Infra, App, Network, EUC)

- Ensure:

- Timely escalation and engagement of correct teams

- Structured communication to stakeholders (especially client leadership)

- Track and enforce:

- SLA timelines

- Updates cadence

- Document:

- Incident timeline

- Impact and resolution summary

This role must stay calm and structured during chaos

2. Problem Management

- Identify and drive root cause analysis (RCA) for recurring incidents

- Analyze trends:

- Incident patterns

- Repeat failures

- Maintain:

- Known Error Database (KEDB)

- Work with technical teams to:

- Implement permanent fixes

- Reduce repeat incidents

- Track problem closure effectiveness

3. Change Management

- Govern and manage change lifecycle:

- Standard, Normal, Emergency changes

- Review and validate:

- Change requests (risk, impact, rollback plans)

- Drive:

- CAB (Change Advisory Board) meetings

- Ensure:

- Proper approvals

- Minimal business disruption

- Track:

- Change success/failure rate

4. Request Fulfilment

- Oversee service request lifecycle:

- Request logging approval fulfilment closure

- Ensure:

- SLA adherence for requests

- Standardization of request catalog

- Optimize request workflows and automation

5.



Process Governance & Compliance

- Ensure adherence to ITIL processes across all towers

- Audit:

- Incident, change, and problem records

- Identify process gaps and drive improvements

- Ensure audit readiness

6. Reporting & Service Insights

- Generate and present reports on:

- Incident trends

- Problem resolution effectiveness

- Change success rates

- Request fulfilment SLAs

- Provide insights to:

- Improve service quality

- Reduce incidents

7. Stakeholder & Client Management

- Act as process SME for client interactions

- Present:

- Process performance

- Improvement initiatives

- Handle escalations related to:

- SLA breaches

- Process failures

8. Tooling & Automation

- Work on ITSM tools (ServiceNow preferred):

- Incident, problem, change, request modules

- Drive automation in:

- Request workflows

- Incident routing

- Improve tool utilization and efficiency

Required Skills & Qualifications

Technical / Process Skills

- Robust hands-on experience in:

- ITIL processes (Incident, Problem, Change, Request)

- Experience managing:

- Major Incidents (P1/P2)

- CAB processes

- RCA reviews

- Strong understanding of:

- SLA / KPI management

- Service governance

Tool Expertise

- Experience with:

- ServiceNow (preferred)

- Other ITSM tools (Remedy, Jira Service Management)

Analytical Skills

- Ability to:

- Analyze incident trends

- Identify root causes

- Recommend improvements

Soft Skills (Critical)

- Strong communication (especially during escalations)

- Ability to handle pressure during major incidents

- Stakeholder management (client-facing)

- Strong coordination and decision-making skills

Experience & Education

- 5–8 years of experience in ITSM / Service Management roles

- Bachelor’s degree in IT or related field

- Certifications (mandatory/preferred):

- ITIL Foundation (mandatory)

- ITIL Intermediate (preferred)

Qualifications

Graduation

Range of Year Experience-Min Year

5

Range of Year Experience-Max Year

8

📌 Technical Lead (India)
🏢 Infinite Computer Solutions
📍 India