Service Improvement Specialist ( ITSM)

Analyze incidents and requests to identify trends and recurring issues

Lead Problem Management activities (root cause & prevention)

Monitor and improve SLA and service quality (CSAT)

Support and enhance ITSM processes (Incident, Request, Problem)

Contribute to Service Catalog improvement

Prepare reports and dashboards

Identify improvement and automation opportunities

Requirements

4–7 years in IT Operations / ITSM / Service Improvement

Good understanding of ITIL practices

Experience with ITSM tools (ServiceNow, etc.)

Strong analytical and reporting skills

Good communication skills

Preferred

ITIL certification

Experience in service/process improvement

Profile

Analytical mindset

Focused on reducing issues (not just reporting)

Proactive approach