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An ITIL (Information Technology Infrastructure Library) Specialist is responsible for managing and implementing ITIL best practices across various IT service management (ITSM) processes.
The role ensures that IT services align with business needs and objectives, enhances efficiency, and optimizes service delivery for both internal and external stakeholders. Responsibilities:
Design, implement, and continuously improve ITIL-based processes including incident, problem, change, release, configuration, and service level management.
Monitor and manage IT service performance to ensure high-quality service delivery, including managing service requests and resolving escalated issues.
Work with cross-functional teams to ensure IT service continuity and collaborate with stakeholders to define service levels, objectives, and key performance indicators (KPIs).
Oversee the identification, resolution, and analysis of incidents and problems to ensure minimal impact on service and improve future responses. Requirements:
A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
ITIL Foundation certification is mandatory. Advanced ITIL certifications (such as ITIL Intermediate or Expert) and other service management certifications (e.g., COBIT, ISO 20000) are highly desirable.
At least 3-5 years of experience in IT service management, preferably in an ITIL role or similar environment.
Deep understanding of ITIL framework, its processes, and how they integrate with ITSM operations. Technical Skills:
