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Mid-level ITSM role in metro with common toolset and recognized employer increases candidate competition.
ITIL, ServiceNow and ITSM skills are broadly transferable across industries, enabling cross-industry hires.
Explicit 6+ years, ITIL accreditation, and mandatory ServiceNow/PowerBI/SQL tooling create strict shortlisting filters.
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Maintain and manage Service Availability Framework processes, controls, KPIs, and artefacts to ensure IT services meet business and client SLA targets.
Oversee the Service Availability In-Sight Portal, ensuring accurate reflection and reporting of IT Application and Infrastructure availability.
Drive continuous improvement to reduce major incident frequency/duration and develop forward-looking Availability Plans aligned with business requirements.
6+ years of experience in IT Service Delivery or related ITIL roles covering Incident, Major Incident, Request, Problem, Release, Change, Capacity, and Configuration management.
ITIL accreditation or degree equivalent in Computer Science or related discipline.
Proficiency with tools such as ServiceNow/CMDB, Excel (pivot tables), PowerBI, SQL scripting, Confluence, SharePoint, and dashboards for data extraction and reporting.
Work Experience Required: At least 6+ years in service delivery/ITIL capabilities.
Experienced in defining and auditing IT service level and availability management processes with strong analytical and reporting expertise.
Comfortable working autonomously with a proactive mindset and skilled in process workflow definition and continuous improvement.
Technically adept in ITIL frameworks and tooling with the ability to translate availability data into actionable business improvements.