• Conducting a thorough AS-IS analysis of ITSM processes, including incident, problem, request, change, and release management.
• Supporting the SIAM Expert in the design and implementation of end-to-end SIAM processes, ensuring alignment with multi-vendor governance frameworks and tool integrations.
• Contributing to the creation of process improvement proposals, roadmaps, and prioritization plans for optimization initiatives.
• Assisting in the configuration and integration of ITSM tools (e.g. ServiceNow, Jira, Confluence), including dashboard setup, reporting, end-user training, and ongoing support.
• Providing support in the establishment of CMDB, service catalog management, and IT asset management processes.
• Advising on the definition and monitoring of KPIs, SLAs, OLAs, and promoting continuous service improvement (CSI) in collaboration with the SIAM Expert.
• Coaching and supporting key stakeholders, such as process owners and managers, within the SIAM organization to ensure effective adoption and execution of processes.