ITSM & ITIL Process Lead

Key Responsibilities:

• Lead the development and continual improvement of core ITIL v4-aligned processes:
• Incident, Problem, Change, Release, Request, and Knowledge Management
• Event and Configuration Management
• Maintain comprehensive process documentation, RACI charts, SOPs, and escalation matrices.
• Champion ITIL best practices across internal and vendor teams to align IT operations with business goals.
• ITSM Platform Management (Zoho Desk)
• Administer and optimize Zoho Desk as the centralized IT ticketing and support platform.
• Configure automation workflows, service request catalogs, SLAs, and custom modules.
• Develop and maintain knowledge base articles, customer satisfaction (CSAT) tracking, and dashboard reporting.
• Provide training and support to agents and stakeholders on Zoho Desk features and improvements.
• Asset Management & CMDB
• Establish and maintain an accurate IT asset inventory, including endpoints, peripherals, and software.
• Track asset lifecycle from procurement to decommissioning using integrated tools and CMDB.
• Ensure asset tagging, warranty tracking, license compliance, and integration with service desk.
• Collaborate with procurement and finance to align asset records with budgetary and compliance needs.
• Service Improvement & Strategy
• Define and monitor key performance indicators (KPIs), SLAs, and continuous service improvement (CSI) metrics.
• Lead root cause analysis sessions and ensure lessons learned are incorporated into process enhancements.
• Conduct IT service maturity assessments and contribute to IT strategic planning.
• Compliance, Risk & Audit Readiness
• Ensure service management processes align with regulatory frameworks (e.g., PCI, ISO).
• Support internal/external audits through documentation, reporting, and risk analysis.

Preference:

• ITIL v4 Foundation certification required; ITIL Intermediate or Managing Professional preferred.
• Hands-on experience administering or managing Zoho Desk, ServiceNow
• Proven track record in asset lifecycle management and CMDB integration.
• Strong documentation, stakeholder communication, and service governance skills