Description
🎯 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