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:
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
This role must stay calm and structured during chaos
2. Problem Management
3. Change Management
4. Request Fulfilment
5. Process Governance & Compliance
6. Reporting & Service Insights
7. Stakeholder & Client Management
8. Tooling & Automation
Required Skills & Qualifications
Technical / Process Skills
Tool Expertise
Analytical Skills
Soft Skills (Critical)
Experience & Education
