Digital ITSM Process Expert

Roles & Responsibilities

ITSM Process Management & SME Role

• Act as SME and Point of Contact (POC) for ITSM processes across the organization.
• Support corporate and global ITSM projects as required.
• Consult and guide teams on ITSM process management and execution.

Process Improvement & Governance

• Continuously monitor and improve ITSM processes.
• Ensure process execution completeness and compliance.
• Drive enhancements in digital workflows and ITSM operations.

ServiceNow & Test Automation (ATF)

• Design, develop, and execute test cases using ServiceNow Automated Test Framework (ATF).
• Perform functional testing of enhancements and validate system changes.
• Maintain and update automated test cases in ServiceNow.

Reporting & Analytics (Power BI)

• Design, develop, and maintain Power BI dashboards and reports.
• Track KPIs to measure process performance and compliance.
• Share insights to improve operational efficiency.

Support & Incident Handling

• Resolve user support tickets related to ITSM processes.
• Support issue resolution and ensure timely closure of tickets.

Agile Collaboration & Documentation

• Work within an Agile ITSM BizDevOps team.
• Support Scrum-based delivery and process documentation.
• Maintain training materials, audit readiness documents, and process documentation.