ITSM Change & Problem Management Specialist

Responsibilities:

• Manage and govern the end-to-end Change Management process in alignment with ITIL best practices.
• Review, assess, and coordinate Normal, Standard, and Emergency Changes to minimise business impact.
• Facilitate Change Advisory Board (CAB) meetings and ensure appropriate stakeholder engagement.
• Lead Problem Management activities, including root cause analysis (RCA), trend analysis, and preventive action planning.
• Track recurring incidents, identify underlying issues, and drive permanent resolution.
• Monitor compliance with Change and Problem Management processes, policies, and SLAs.
• Prepare governance reports, dashboards, and management reviews related to Change and Problem activities.
• Collaborate with application, infrastructure, service delivery, and business teams to ensure operational excellence.
• Drive continual service improvement initiatives and process optimisation.

Requirements:

• Strong knowledge of the ITIL framework and ITSM processes.
• Hands-on experience in Change Management and Problem Management operations.
• Experience in conducting RCA, impact analysis, risk assessment, and mitigation planning.
• Knowledge of ITSM tools such as ServiceNow, Remedy, BMC Helix, or equivalent.
• Strong stakeholder management and communication skills.
• Excellent analytical and problem-solving skills.
• Experience in SLA/KPI monitoring, reporting, and governance.

Preferred Skills:

• ITIL Foundation / ITIL Intermediate Certification.
• Experience in Incident Management and Service Operations.
• Knowledge of Continual Service Improvement (CSI) practices.
• Exposure to Banking, Financial Services, or Enterprise IT environments.
• Experience in automation, reporting, and dashboard creation.