Job Description – ITSM Process Specialist (L2/L3) – MIM / Problem / Change / Request Management
Role Overview
The ITSM Process Specialist is responsible for end-to-end execution, governance, and continuous improvement of ITSM processes, including:
Major Incident Management (MIM)
Problem Management
Change Management
Request Fulfilment
This role ensures service stability, process compliance, faster resolution, and improved service quality, while acting as a bridge between operations teams and client stakeholders.
Key Responsibilities
1. Major Incident Management (MIM) – Critical Function
Lead and manage P1/P2 incidents end-to-end
Drive:
Incident bridge calls
Coordination across technical teams (Infra, App, Network, EUC)
Ensure:
Timely escalation and engagement of correct teams
Structured communication to stakeholders (especially client leadership)
Track and enforce:
SLA timelines
Updates cadence
Document:
Incident timeline
Impact and resolution summary
This role must stay calm and structured during chaos
2. Problem Management
Identify and drive root cause analysis (RCA) for recurring incidents
Analyze trends:
Incident patterns
Repeat failures
Maintain:
Known Error Database (KEDB)
Work with technical teams to:
Implement permanent fixes
Reduce repeat incidents
Track problem closure effectiveness
3. Change Management
Govern and manage change lifecycle:
Standard, Normal, Emergency changes
Review and validate:
Change requests (risk, impact, rollback plans)
Drive:
CAB (Change Advisory Board) meetings
Ensure:
Proper approvals
Minimal business disruption
Track:
Change success/failure rate
4. Request Fulfilment
Oversee service request lifecycle:
Request logging → approval → fulfilment → closure
Ensure:
SLA adherence for requests
Standardization of request catalog
Optimize request workflows and automation
5. Process Governance & Compliance
Ensure adherence to ITIL processes across all towers
Audit:
Incident, change, and problem records
Identify process gaps and drive improvements
Ensure audit readiness
6. Reporting & Service Insights
Generate and present reports on:
Incident trends
Problem resolution effectiveness
Change success rates
Request fulfilment SLAs
Provide insights to:
Improve service quality
Reduce incidents
7. Stakeholder & Client Management
Act as process SME for client interactions
Present:
Process performance
Improvement initiatives
Handle escalations related to:
SLA breaches
Process failures
8. Tooling & Automation
Work on ITSM tools (ServiceNow preferred):
Incident, problem, change, request modules
Drive automation in:
Request workflows
Incident routing
Improve tool utilization and efficiency
Required Skills & Qualifications
Technical / Process Skills
Strong hands-on experience in:
ITIL processes (Incident, Problem, Change, Request)
Experience managing:
Major Incidents (P1/P2)
CAB processes
RCA reviews
Strong understanding of:
SLA / KPI management
Service governance
Tool Expertise
Experience with:
ServiceNow (preferred)
Other ITSM tools (Remedy, Jira Service Management)
Analytical Skills
Ability to:
Analyze incident trends
Identify root causes
Recommend improvements
Soft Skills (Critical)
Strong communication (especially during escalations)
Ability to handle pressure during major incidents
Stakeholder management (client-facing)
Strong coordination and decision-making skills
Experience & Education
5–8 years of experience in ITSM / Service Management roles
Bachelor’s degree in IT or related field
Certifications (mandatory/preferred):
ITIL Foundation (mandatory)
ITIL Intermediate (preferred)