- Company Name
- Pinnova Talent
- Job Title
- IT Service Specialist
- Job Description
-
Job Title: IT Service Specialist
Role Summary:
Lead and optimize core IT Service Management (ITSM) practices—incident, change, problem, request, and asset management—ensuring alignment with governance, risk, and regulatory frameworks. Oversee and enhance ITSM tooling (e.g., Halo, ServiceNow, Jira), coordinate audit responses, generate compliance and performance metrics, and contribute to operational resilience through disaster recovery and continuity planning.
Expectations:
- Minimum of 3 years’ experience in IT service, governance, or operations roles.
- Proven track record in incident, risk, audit, and service management within a financial services or similarly regulated environment.
- Hands‑on expertise with ITSM platforms (Halo, ServiceNow, Jira) and ability to design workflow solutions.
- ITIL Foundation qualification (or equivalent).
- Strong communication and stakeholder management skills, capable of influencing cross‑functional teams.
Key Responsibilities:
- Own and continually improve ITSM processes for incident, change, problem, request, and asset management.
- Serve as primary contact for governance, ensuring processes meet internal controls and regulatory expectations.
- Manage and evolve ITSM tool configuration to support efficient, ITIL‑aligned workflows.
- Support risk management activities; track action items and ensure timely remediation.
- Liaise with internal and external audit teams; coordinate responses and close findings.
- Produce and present management information (MI) and reporting packs on compliance, service health, and operational performance.
- Participate in operational resilience initiatives, including disaster recovery testing and service continuity planning.
- Review processes and systems for alignment with business strategy, risk appetite, and best practices.
Required Skills:
- Incident, change, problem, request, and asset management expertise.
- Risk management and audit coordination.
- ITSM platform administration and workflow design.
- Analytical reporting; proficiency with PowerBI or similar tools (preferred).
- Strong communication, influencing, and stakeholder engagement.
- Structured, data‑driven decision‑making.
- Ability to challenge constructively and enforce process adherence.
Required Education & Certifications:
- ITIL Foundation (mandatory).
- Additional certifications (ISACA CRISC, ITIL Practitioner, or similar) considered a plus.