IT Service Management Specialist (ITSM)

Job description

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