IT Service Management Expert (Incident / Problem / Change)Start Date: 01/06/2026Context of the MissionWithin the ITSM Center of Excellence, the organization operates in a complex and dynamicenvironment and aims to:
- Secure and improve daily ITSM operations (Incident & Change Management)
- Accelerate the maturity of Problem Management, currently at an early stageThe ITSM Expert will work closely with the ITSM Operations Manager in an advisory capacity (no direct management) and contribute to strengthening governance, processes, and operational performance.The role also includes participation in Incident Management on-call rotations.Objectives & Responsibilities1. Incident & Major Incident Management
- Ensure end-to-end Incident Management (identification, classification, prioritization,coordination across teams/vendors)
- Guarantee ticket quality (CI, impact, root cause, workaround) and SLA/OLA compliance
- Lead Major Incident Management (MIM):o Open incident bridge within 15 minuteso Structure roles and coordinate stakeholderso Ensure regular communication (H+15 / H+60 cadence)o Deliver Post-Incident Reviews (PIR) within 72 hours with actionable follow-upProblem Management (Key Focus Area)
- Design and implement a mature Problem Management practice, including:o Process definition (flows, RACI, triggers Incident → Problem, DoR/DoD)o Root Cause Analysis (RCA) methodologies (5 Whys, Ishikawa, Pareto, A3, etc.)o Standardized PIR framework
- Build and maintain the Known Error Database (KEDB)
- Promote Knowledge-Centered Service (KCS) practices across teams
- Establish governance rituals:o Weekly Problem triageo Monthly Problem reviews
- Manage and prioritize the Problem backlog
- Define and track Problem KPIs (e.G., backlog aging, recurrence, PIR completion)
- Train and coach teams on RCA and knowledge managementChange Management
- Coordinate standard, normal, and emergency changes
- Assess risks, dependencies, and scheduling windows
- Detect conflicts and propose mitigation actions (e.G., change freezes)
- Prepare and lead CAB / eCAB meetings
- Ensure:o Success criteria and rollback planso Post-implementation reviewso Monitoring of change success ratesKPI & Reporting
- Co-design and implement KPIs and dashboards across Incident, Problem, and ChangeManagement
- Ensure data quality, reliability, and consistency
- Develop new reporting frameworks where relevant (based on value/effort analysis)Continuous Improvement & Tooling
- Identify and implement automation opportunities within ITSM tools (e.G., ServiceNow, Jira SM,4me):o Incident → Problem automationo Automatic Major Incident communication setupo Integration between Change and Incident
- Improve data quality and governance
- Facilitate operational rhythms (daily / weekly / monthly reviews)Incident On-Call Duty
- Participate in on-call rotations (evenings, nights, weekends)
- Respond to P1/P2 alerts within 10 minutes
- Open incident bridge within 15 minutes
- Coordinate resolution and produce required deliverables (timeline, root cause, action plan)Required Skills & ExperienceMust-have:
- ITIL v4 Foundation certification
- 7–10 years of ITSM experience (including Major Incident Management, RCA/PIR, CAB/eCAB)
- Proven experience in Change Management (≥5 years)
- Strong experience building or improving Problem Management practices from low maturity
- Experience with ITSM tools (ServiceNow, Jira Service Management, 4me, etc.)
- Knowledge of SLAs/OLAs, governance, and operational processes
- Languages:o French: C2 (fluent)o English: B2 (professional)Nice-to-have
- ITIL v4 Managing Professional certification
- Experience with:o KPI definition & reporting frameworkso KEDB / KCS implementationo Observability concepts (logs, metrics, traces)o CMDB