Experience - 15 - 20 years

Key Responsibilities:

- Ensure compliance with standards, SOPs, and work instructions across daily operations.
- Support operational teams, including handling escalations and providing guidance.
- Monitor data quality through audits and record reviews.
- Generate regular and ad-hoc reports, dashboards, and performance metrics.
- Track SLAs/OLAs and collaborate with teams to improve service performance.
- Analyze queues and follow up with operations for effective case handling.
- Conduct audits and assess adherence to governance documentation.
- Configure and maintain ServiceNow catalog items and perform basic admin tasks (CSA certification required).
- Partner on Continuous Service Improvement (CSI) initiatives:
- Analyze performance data
- Identify and implement improvement opportunities
- Track and report on progress against KPIs

Requirements:
- Experience in IT operations or service management.
- Strong analytical and reporting skills.
- Working knowledge of ServiceNow (especially catalog and group management).
- ServiceNow Certified System Administrator (CSA) certification.
- Familiarity with SLA/OLA monitoring and performance metrics.
- Excellent communication and coordination skills.
- Knowledge of ITIL and CSI practices is a plus.