ITSM Specialist

Our partner, a leader in the energy industry, is currently looking for an experienced ITSM Specialist to ensure the reliability, efficiency, and quality of IT services that support user productivity and align with broader organizational objectives. This role involves managing the full lifecycle of IT services, driving service improvements, and ensuring consistent delivery to stakeholders.

Mission

Your main goal will be to independently drive the efficiency, reliability, and continuous improvement of IT service delivery across the organization. As a sole contributor, this role is responsible for managing the end-to-end service lifecycle, ensuring operational excellence, and maintaining a high standard of service performance and user satisfaction. By applying industry best practices, leveraging ITSM frameworks, and collaborating cross-functionally, the ITSM Specialist will play a critical role in aligning IT services with business needs—without direct managerial oversight but with a strong sense of ownership and accountability.

You will be responsible for:

• Managing the complete IT service lifecycle, including strategy, design, transition, operation, and continual improvement.
• Ensuring timely resolution of service issues to maintain high levels of end-user satisfaction.
• Coordinating and executing core IT service management processes such as User Access Reviews, while identifying opportunities for process optimization.
• Maintaining and ensuring the accuracy of critical ITSM tools and documentation, including the Service Request Catalog, Service Registry, and CMDB.
• Defining, negotiating, and overseeing service level agreements (SLAs) with both internal teams and external partners.
• Developing, monitoring, and reporting on performance metrics to assess service quality and identifying areas for enhancement.
• Collaborating with cross-functional IT teams, business stakeholders, and third-party vendors to ensure seamless service delivery.

Requirements

Must Have

• A degree in Computer Science, Information Technology, or a related field.
• At least 4 years of experience in IT Service Management or a similar area, with a strong focus on service delivery and continuous improvement.
• Familiarity with ITSM frameworks and best practices; ITIL Foundation certification is required, and advanced ITIL certifications are considered a plus.
• Working knowledge of ITSM tools; experience with ServiceNow is highly desirable.

Skills & Competencies

• A good understanding of business continuity practices.
• In-depth understanding of IT service operations and delivery principles.
• Strong attention to detail and organizational awareness.
• Customer-centric and service-oriented mindset.
• Solid analytical and problem-solving capabilities.
• Effective time management and ability to prioritize tasks.
• Strong interpersonal and communication skills.
• Collaborative approach with a team-first attitude.