IT Service Management Specialist (ITSM)

Role & responsibilities

Documentation & Knowledge Management

• Create, maintain, and improve IT documentation, knowledge articles, SOPs, work instructions, and user guides.
• Ensure documentation is accurate, consistent, and easy to understand.
• Maintain documentation standards, templates, and version control.
• Identify documentation gaps and drive continuous improvement of the knowledge base.

Training & User Enablement

• Create training materials, presentations, video tutorials, and reference guides.
• Deliver training sessions for end users, Service Desk agents, and other stakeholders.
• Support onboarding activities through documentation and training.
• Promote the effective use of the ticketing system and related ITSM processes.

ITSM Process Support

• Support Incident, Problem, Change, Request, Asset, Service Level, and Knowledge Management processes.
• Assist with process documentation and process improvement activities.
• Prepare reports and support process monitoring activities.
• Support escalation management and ticket follow-up activities.
• Participate in Major Incident Management activities when required.
• Take on additional ITSM responsibilities over time following training and knowledge transfer.

Stakeholder Collaboration

• Work closely with Process Owners, Service Desk teams, and technical experts.
• Gather information and translate it into clear documentation and training materials.
• Coordinate reviews, feedback, and approvals with stakeholders.

Required Skills

• Excellent written and verbal communication skills.
• Strong technical writing and documentation skills.
• Strong attention to detail.
• Analytical and organizational skills.
• Strong collaboration and communication skills with technical and business stakeholders.
• Time and priority management.
• Proactive, self-driven approach to work.
• Ability to work independently while maintaining effective collaboration within global teams.
• Continuous improvement mindset.
• Experience creating documentation, knowledge articles, user guides, or training materials.
• Experience delivering trainings and workshops.
• Knowledge of ITIL practices and ITSM processes.
• Knowledge Management or KCS (Knowledge-Centered Service) experience / certification.
• Experience with Microsoft SharePoint, Visio, Lucidchart, or similar tools.
• Familiarity with ticketing systems and knowledge management platforms.
• Experience working in a global or multicultural support environment.
• Experience creating e-learning content, training videos, or user adoption materials.
• Problem Management
• Change Management
• Service Level Management
• Technical Writing
• SOP Development
• Process Mapping
• Policy and Procedure Writing
• ServiceNow Knowledge Management
• Microsoft SharePoint
• Microsoft Office Suite
• Confluence
• Jira Service Management
• Document Management Systems (DMS)
• Stakeholder management