Roles and Responsibilities:
Robust knowledge of ITIL and ITSM processes (Incident, Problem, Change, Request, Knowledge).
Hands-on experience with ServiceNow (preferred) or tools like BMC Remedy, Ivanti, Cherwell.
Experience in ITSM modules (CMDB, Discovery, Service Catalog, Reporting).
ITIL Foundation certified (or higher).
Exposure to CMDB and service mapping concepts.
Experience in regulated settings (SOX, SOC, HIPAA if applicable).
Experience in CAB setup/improvement and Problem Management rhythms.
Solid documentation and stakeholder communication skills.