ITSM Specialist

Are you looking for a challenging and dynamic environment that blends multi-cloud, multi-customer operations with significant opportunities for professional growth? At Resolve Tech Solutions, we support customers across industry verticals in running their SAP and non-SAP workloads in the cloud. If you're passionate about helping clients align IT with their business goals and navigating complex IT challenges—while continuing your own development—we want to hear from you.

We are seeking a Senior ITSM Specialist / Manager to lead and continuously improve our enterprise-wide IT Service Management (ITSM) practices. This role is critical in advancing our service delivery capabilities by aligning ITSM processes with ITIL best practices and leveraging platforms like ServiceNow, BMC Remedy, or Cherwell.

1. Service Management Ownership

• Own and manage core ITSM processes: Incident, Problem, Change, Request Fulfillment, Knowledge, and Service Catalog Management.

• Define, implement, and refine ITSM policies, workflows, and performance metrics.

2. ITSM Platform Management

• Administer and optimize ITSM platforms (e.g., ServiceNow) for automation, reporting, and system integration.

• Lead platform upgrades, customizations, and system enhancements.

3. Process Improvement & Governance

• Facilitate workshops and governance reviews with internal and external stakeholders.

• Lead continual service improvement initiatives across all ITSM disciplines.

• Ensure alignment with ITIL and organizational compliance standards.

4. Operational Excellence

• Analyze ticketing data, SLAs, KPIs, and service trends to drive corrective and preventive actions.

• Conduct RCA for major incidents; implement systemic solutions.

• Chair CAB meetings and manage change processes with minimal disruption.

5. Stakeholder Engagement

• Act as a liaison between IT service delivery and business units.

• Present ITSM performance reports and improvement roadmaps to stakeholders.

6. Training & Awareness

• Deliver training and develop documentation for ITSM tools and processes.

• Promote platform adoption and process compliance across the organization.

• Bachelor’s degree in IT, Computer Science, Business, or related field.

• 5+ years in ITSM roles with experience in process ownership or leadership.

• Strong knowledge of ITIL v3 or ITIL 4.

• Hands-on experience with ITSM platforms (preferably ServiceNow).

• Proven success implementing ITSM processes and reporting.

• Strong analytical, communication, and stakeholder management skills.

• Ability to work in fast-paced, dynamic environments.

• ITIL v3 or v4 Foundation Certification (Intermediate/Expert level a plus).

• ServiceNow CSA or ITSM Implementation Specialist certification.

• Experience with Agile, DevOps, or hybrid delivery models.

• Familiarity with integrations between ITSM tools and monitoring/automation/CMDB solutions.

• Strategic thinking and change leadership.

• Strong facilitation and negotiation skills.

• Self-motivated with the ability to lead cross-functional teams.

• Customer service-focused with a continuous improvement mindset.