Support ongoing service assurance and continuous improvement efforts within core ITSM processes
Assist in monitoring and analyzing service performance metrics to identify areas for improvement
Participate in small process improvement initiatives across Incident, Problem, or Change management
Assist in maintaining ITSM governance standards, documentation, and workflows
Collaborate with cross‑functional teams to improve service reliability and user experience
Support root‑cause analysis efforts and help track corrective actions
Contribute to automation and efficiency efforts within IT service delivery
Help ensure adherence to SLAs, OLAs, and ITSM best practices.

2+ years of experience in IT Service Management, IT operations, business process analysis, or related roles
Familiarity with ITSM processes such as Incident, Problem, or Change Management
2+ years of experience supporting or using ServiceNow or another ITSM platform (user‑level or basic configuration exposure)
Bachelor’s degree in Information Technology, Business Administration, or related field
Ability to interpret KPIs or operational data to identify trends or improvement opportunities
ITIL Foundation certification or working knowledge of ITIL practices
Exposure to continuous improvement, Lean, or Agile methodologies
Experience contributing to process documentation, workflows, or governance
Understanding of risk, compliance, or IT controls
Interest in automation and service efficiency initiatives.

Business Process Consultant

Key skills