Job Description

Description

This role is responsible for governing and sustaining the operational backbone of managed services by overseeing Service Request (SR) fulfillment, SLA/KPI performance reporting, Configuration Management (CMDB), Knowledge Management, and SOP/Runbook governance. The Process Specialist ensures process standardization, audit readiness, and continuous improvement across client's tech and multi-vendor providers.

Key Responsibilities

  • Oversee Service Request (SR) workflows and ensure requests are routed and fulfilled according to ITSM standards.
  • Track and report SLA/KPI achievement, supporting governance and continuous improvement.
  • Maintain and update the Configuration Management Database (CMDB) for critical applications and infrastructure.
  • Manage and review the knowledge base and SOP/runbook library to ensure documentation is current and audit ready.
  • Support process audits and provide compliance evidence a...

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