Responsibilities:
- Manage and run ITSM processes covering incident, problem, change, and service request management.
- Use ChangeGear to track and resolve tickets within SLA.
- Do root cause analysis for recurring incidents and put in place preventive fixes.
- Support change management, including risk assessment, approvals, and deployment tracking.
- Follow ITIL best practices and internal service management standards.
- Monitor system and service performance to keep things running smoothly.
- Coordinate incident response with different teams and give timely updates to stakeholders.
- Build and maintain dashboards and reports using Qlik Sense.
- Analyse incident trends and KPIs to spot improvement areas.
- Give regular reports on service levels and system performance.
- Spot process gaps and suggest improvements.
- Automate routine tasks where possible.
- Work with internal teams and vendors to improve service delivery.
Requirements:
- Degree or Diploma in IT, Computer Science, or related field.
- Proven experience in IT Operations or Service Management.
- Hands on experience with ITSM tools, specifically ChangeGear.
- Experience with Qlik Sense for data visualization and reporting.
- Experience handling incident, problem, and change management processes.
- Solid understanding of ITIL principles.
- Experience with monitoring tools and infrastructure support is a plus.
- Exposure to automation or scripting (PowerShell, Python) is an advantage.
- Experience supporting large enterprise or government environments is a plus.
- Strong analytical and problem solving skills.
- Good communication and stakeholder management skills.
- Comfortable working in a fast paced, operations driven environment.
- Detail oriented with a focus on service quality.
Beyondsoft is committed to being an equal opportunity employer and provides equal employment opportunities to all employees and applicants. We strive to cultivate a workplace that celebrates diversity and inclusion, where individuals of all backgrounds—regardless of nationality, ethnicity, religion, age, gender identity, sexual orientation, or any other distinguishing trait—can succeed and thrive. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, national origin, disability status, genetics, sexual orientation, gender identity, or expression. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the entire employee lifecycle. We are focused on creating an environment where everyone can reach their full potentetl
Employment offers from Beyondsoft are contingent upon the successful completion of any required pre-employment processes, in line with applicable laws and regulations. Beyondsoft does not ask for any recruitment fees, nor does it request any unauthorized payments from candidates as part of the hiring process.
