🎯 Role Purpose

Ensure the efficiency of ITSM processes, service quality, and optimization of tools (especially ServiceNow), in alignment with ITIL best practices.

🛠️ Key Responsibilities

• Define, implement, and continuously improve ITSM processes (Incident, Problem, Change, Request, etc.)

• Ensure governance and proper usage of tools, particularly ServiceNow (SNow)

• Contribute to the configuration and optimization of workflows in ServiceNow

• Define and monitor KPIs and SLAs related to service performance

• Drive continuous improvement initiatives (service quality, operational efficiency)

• Ensure compliance with ITIL best practices

• Conduct quality audits and propose improvement plans

• Train and support operational teams on processes and tools

• Collaborate with Delivery, Support, and IT teams to ensure alignment

🧠 Required Skills

Technical Skills:

• Strong knowledge of ServiceNow (ITSM tool usage/administration)

• Solid understanding of ITIL processes (v3 or v4)

• Experience in quality management and continuous improvement

• Ability to analyze data and produce reports (KPIs, dashboards)

Certifications:

• ITIL certification (mandatory)

Soft Skills:

• Strong attention to detail and rigor

• Analytical mindset and results-oriented approach

• Good interpersonal and communication skills

• Ability to support and guide teams

👤 Profile

• Experience in ITSM / support / production environments

• Hands-on experience with ServiceNow is highly preferred

• Structured approach to process management and service quality