About the Role
Job Description:
Support the operation and improvement of ITIL-based service management processes such as incident, problem, change, request, and knowledge management.
Monitor and track tickets in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management) to ensuretimelyresolution and SLA adherence.
Assistin coordinating change requests andmaintainingchange calendars.
Help analyze incident and service request trends toidentifyimprovement opportunities.
Participate in service review meetings and help document minutes, action items, and follow-ups.
Collaborate with support teams to gather performance metrics and prepare service reports.
Assistinmaintainingknowledge base articles and standard operating procedures (SOPs).
Ensure user satisfaction by supporting feedback collection and continuous improvement initiatives.
Bachelor’s degree in infor...
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