it SM specialistSM Retail Inc.

Job Description
Job Summary:
The ITSM Specialist will provide support to the entire ITS Organization by providing insights, industry practices on IT Service Performance and practices that will ensure Excellence in IT Services. In parallel, the Specialist will be responsible in establishing the right tools, processes and practices that is aligned to ITIL Standards.
Responsibilities:
Define IT Service Management Processes, Practices and Reporting Framework
Establish IT Service Management Performance Metrics
Drive Continuous Improvements driven out of facts and data. (including progress measurement)
Act as SME on SMRI ITSM tools and technologies
Qualifications:
In dept/ SME Level on ITIL achieved both as acquired Knowledge and Hands on Experience
Experience in defining IT Performance Metrics and Continuous Service Improvement Framework
Excellent Reporting and Analytical Skills.
One that can turn data into meaningful information that can drive action and improvement
Excellent influencing and presentation skills.
Excellent written, verbal and visual communication skills
Must have high attention to detail and process orientation
Experience in Manage Engine or any other ITSM Tools is preferred