Process Specialist

Position Summary

We are seeking a Process Specialist to support IT Service Management (ITSM) governance for Engineering IT, compliance, reporting, and continuous improvement initiatives. This role will partner with IT teams and process owners to ensure ITSM processes are standardized, measured, and continuously optimized to improve service quality and operational efficiency.

Key Responsibilities

• Support governance of ITSM processes, including Incident, Major Incident, Problem, Change, Request, and Knowledge Management.
• Ensure compliance with ITSM policies, standards, and procedures.
• Assist with process audits, reviews, and compliance reporting.
• Maintain process documentation, workflows, and governance artifacts.

Reporting & Analytics

• Develop and maintain ITSM dashboards, KPIs, and operational reports.
• Analyze service management data to identify trends, risks, and improvement opportunitie...