Business Support Specialist (ITSM)

DUTIES AND RESPONSIBILITIES:

1.   System Administration & Configuration

Administer, configure, and maintain ITSM tools such as Ivanti Neurons, ServiceNow, or Jira Service Management.

Implement and maintain ITIL-aligned processes for Incident, Request, Problem, Change, and Asset Management.

Manage user access, roles, and permissions to ensure data security and proper segregation of duties.

Develop and maintain forms, workflows, notifications, and automation rules within the ITSM system.

2. Service Operations Support

Support IT teams and end users in logging, tracking, and resolving tickets efficiently.

Troubleshoot system issues, perform root cause analysis, and implement corrective actions.

Coordinate with vendors for system upgrades, patches, and advanced troubleshooting.

Ensure SLAs are properly configured and monitored through automated escalation and reporting.

3. Reporting & Dashboard Management

Design and maintain operational dashboards and performance reports for management and support teams.

Monitor SLA compliance, response/resolution metrics, and backlog performance.

Provide insights and trend analysis to support continuous service improvement initiatives.

4. Process Improvement & Documentation

Identify areas of process inefficiency and propose ITSM workflow enhancements.

Document system configurations, workflows, and change histories for governance and audit purposes.

Train IT staff on tool usage, reporting, and best practices for ticket management.

5. Integration & Automation

Collaborate with application and infrastructure teams to integrate ITSM with other systems (e.g., Active Directory, monitoring tools, CMDB, email notifications).

Develop and maintain automation scripts or connectors to streamline service delivery.

QUALIFICATIONS:

A.       Technical Skills:

·       Hands-on experience with ITSM tools such as Ivanti Neurons, ServiceNow, Jira Service Management, or Freshservice.

·       Knowledge of workflow design, automation, and form configuration.

·       Understanding of ITIL framework and service management processes.

·       Familiarity with data analytics and dashboard tools (e.g., Power BI, Excel, or built-in ITSM reporting).

·       Basic knowledge of SQL, APIs, or scripting is an advantage.

B.       Soft Skills:

·       Strong problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex functional issues.

·       Excellent communication and documentation skills.

·       Ability to work independently, manage tasks, and prioritize effectively in a fast-paced environment.

·       Customer-centric mindset with a proactive attitude.

C.    Minimum Experience/Training

·       Minimum 3 years of experience in supporting enterprise applications and handling ticketing tools.

D.    Competency

·       Ability to conduct end-user training and documentation.

·       Knowledge of ITIL or other service management frameworks.

·       Experience in an agile or DevOps environment is a plus.

·       Experience supporting multinational organizations or multi-plant environments.